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Service and Technical Support Director (Medical Equipment)
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LocationCanon Medical Systems Canada head office, ON, CAOpen
eHealth role summary
Role manages field service/support for diagnostic imaging systems and healthcare informatics, including Product End-of-Support programs and Service App updates—i.e., working on healthcare technology and informatics support rather than purely clinical care.
About this role
Date posted: June 4, 2026
Salary range: $150,000 - $200,000 annually
Location: Canon Medical Systems Canada head office, Markham, ON
Canon Medical Systems Canada (CMSCA), a leading worldwide provider of high-quality diagnostic imaging systems and comprehensive medical solutions is seeking a highly capable Director of Service and Technical Support (Medical Equipment) to be located in Markham Ontario.
Based out of our headquarters, the successful candidate will be responsible for managing the entire Field Service Business Unit which services Angiography, CT, X-Ray, MRI, Ultrasound, and Healthcare Informatics for clients across Canada.
Major Responsibilities
Financial:
- Prepare annual service group revenue and costs budget;
- Achieve annual service group revenue and costs budget;
- Complete monthly P&L report reviews and reporting requests to Canon Japan;
- Provide comprehensive monthly KPI’s analysis and reporting, internally and to Headquarters in Japan.
Operational:
- Direct a staff of approximately 5 Region Service Managers, 53 Field Service Representatives, 6 National Support Specialists, 2 Parts and Warranty Coordinators, 1 Service Sales Specialist, and 1 Administrative Assistant to attain the business objectives.
- Attend and participate at global service meetings.
Administrative:
- Review and approve service requests overrides for unbilled overtime;
- Process service requests and weekly time reports for the National Technical Support Specialists;
- Approve expense reports for this position’s direct reports;
- Approve invoices from various suppliers, couriers, phone and internet providers, etc.;
- Review and ratify Service Contract proposals prepared by the Service Sales Specialist;
- Promote Process Improvement initiatives.
Marketing:
- Develop service pricing for T&M and service contract services;
- Develop service offerings;
- Work with marketing group to create marketing materials for service.
Training and Development:
- Provide training and development opportunities for direct reports;
- Issue and approve training requests for CMSCA's service personnel;
- Assist the Operations Group with Biomed service training initiatives in collaboration with the National Technical Support Specialists and our Global training centers.
Accounts Receivable (AR):
- Review AR reports and direct AR and Regional Service Managers to obtain payment for services on time.
Product End of Support Programs:
- Manage the Product End of Support Program (EOS), including the review of Product EOS notices from manufacturers, update of Product Life/EOS on the Service App, determine impacted systems, and issue EOS notices to customers.
Employee Reviews and Goal Setting:
- Facilitate performance reviews and set objectives;
- Manage training.
Request for Proposals (RFP):
- Develop/update responses to service inquiries relating to RFP, in collaboration with the Regional Service Managers and the Service Sales Specialist.
Key Goals/Measurables
Key goals:
- Operate a profitable, high availability field service organization scaled to the equipment install base.
Measurable:
- Service Sales $, Service Gross Margin, Net Profit, Inventory Value, Inventory Fill rate, other Service Delivery KPI’s, etc.
Position Requirements
- Diploma or degree in Electrical Engineering Technology;
- Demonstrated success in operating a high equipment availability Field Service Organization;
- Industry related experience an asset;
- 10 plus years operating a Service Organization;
- Possesses a working knowledge of accounting principles, as it applies to operating within budget guidelines, profit and loss management, and cost accounting and control.
- Has completed or is participating in continuing education programs for business administration or management;
- Excellent communication skills;
- Strong interpersonal skills;
- Able to travel internationally on an occasional basis.