Sr Customer Service Product Support Specialist (Technical / RPM)

About Us We provide precision measurement and control tools to assist our customers, create value, and contribute to the development of industry and healthier lives. At A&D, we create technology that connects the analog and digital world, and we hold ourselves to high standards because people around the world rely on us for information that can affect health, their businesses, and their brands. We commit to a leading role in bringing precision through innovative solutions worldwide. This commitment spans across all the A&D products, including blood pressure monitors, laboratory balances, industrial scales, checkweighers, and more. Summary: We are seeking an experienced, bilingual (Canadian French & English) technical support specialist skilled in troubleshooting RPM platforms, digital health tools, SaaS applications, and connected medical devices. The role requires independent management of complex cases, strong analytical ability, and clear communication to support enterprise healthcare clients and drive successful telehealth adoption. Key Responsibilities: Technical & Application Support Serve as primary contact for complex support issues across RPM platforms, mobile apps, portals, and medical devices. Troubleshoot mobile app performance, device connectivity, data transmission, user access, workflows, and reporting/alert behaviors. Customer Communication & Case Management Provide empathetic, clear support in French and English. Independently resolve escalated cases. RPM Workflow Expertise Support patient enrollment, device configuration, monitoring workflows, and proper escalation of clinical vs. technical issues. Cross ‑ Functional Collaboration Identify trends, escalate issues to product/engineering teams. Contribute to process and tool improvements. Required Skills & Experience Bilingual French/English. 4+ years customer support with 2+ years technical/healthcare tech. Troubleshooting across mobile, web, and integrated device ecosystems. CRM/ticketing systems, Excel, communication tools. Strong analytical problem‑solving, detail‑oriented, independent. Preferred Background Bachelor's degree or equivalent. Familiarity with telehealth, medical devices, healthcare SaaS, HL7/FHIR, APIs. Experience with enterprise clinical support. Remote support experience. Key Competencies Advanced technical problem‑solving Strong escalation handling High emotional intelligence Detail‑driven and process‑focused Balances empathy with technical precision Why This Role Stands Out Ideal for someone with deep healthcare tech and RPM knowledge, confidence handling complex issues, and passion for improving telehealth and patient outcomes. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.