Service Operations Specialist

About Us

Synaptive Medical is a Canadian medical device company, based in downtown Toronto, focused on supporting healthcare professionals and systems in patient diagnosis and treatment. Synaptive’s suite of products include MRI, surgical planning, navigation, and robotic visualization – all of which can be seamlessly combined or used independently in the operating room. The company has a number of opportunities for innovative people to join the team and share in the development of technologies to solve surgical and imaging challenges in patient care.

The Opportunity

We have a unique opportunity for a Service Operations Specialist in our Service Support team. This person will support our service strategy while also being a key resource for the Operations team. They will manage stakeholders, forge cross functional partners, and actively contribute to process creation, risk mitigation and data accessibility initiatives. This is an operations-centric role that will drive enhancements in productivity, elevate customer satisfaction and champion operational excellence.

What You’ll Do

• Drive various internal and customer facing projects to enhance process, productivity, quality and customer satisfaction
• Lead and support the development and delivery of metrics, KPIs, and dashboards to measure service deliverables
• Create and maintain work instructions, SOPs and provide training
• Support EOL, recall, CAPA execution and data monitoring as needed
• Ensure proper handling and closure of Service Records
• Assist with the management of all Operations Reporting needs for the business and ensuring timely processing
• Ensure activities and work performed achieve the highest standard of Quality & Compliance across all operational processes

What You’ll Need

• Minimum of three years of related work experience in a data-driven, regulated environment (e.g., automotive, medical device, pharmaceuticals, aerospace, nuclear)
• Associates degree or higher in an engineering, science, or equivalent field
• Experience in working cross-functionally and in a matrixed organization
• Strong communication, teamwork, and relationship-building skills
• Demonstrated ability to influence others constructively, to bring forward new ideas and improvement opportunities.
• Proven self-starter with the ability to prioritize deliverables dynamically, achieving positive outcomes while continuously seeking process improvements
• Strong work ethic and ability to work well both independently and within a team
• Effective time management skills and ability to manage conflicting demands from multiple sources
• Ability to compile and analyze data to efficiently identify problem resolution to solve complex issues in minimized timelines
• Results oriented mindset, focused on achieving key objectives and performance indicators
• Proficiency in Microsoft Office, especially Excel

It’d Be Amazing If You Had

• Experience in project management

• Experience in a service organization

• Experience in the medical device industry

• Experience with Service software such as FieldPoint, Oracle NetSuite, or other similar software applications

About You

• Responsive and compassionate
• Exceptional organizational skills and the ability to multitask
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively
• Willingness to learn, listen, share, and support
• Professional, friendly, and positive attitude

COVID-19 Considerations

Synaptive has a special duty to take a leadership role in protecting the health and wellbeing of its employees and the public. The COVID-19 vaccines are an important public health measure for mitigating the spread of COVID-19 in the workplace and society. As a condition of employment, the successful candidate will be asked to provide proof of vaccination or a reason protected by legislation why they cannot be vaccinated against COVID-19.

Diversity & Inclusivity

Synaptive is based out of one of the most diverse countries in the world. This includes differences related to race, ethnicity, national origin, gender, gender expression and presentation, sexual orientation, religion, age, ability and socioeconomic status. To us, diversity is one our strongest assets to our organization. We commit ourselves to promoting the recognition and appreciation of our diverse and rich culture. We believe that it is critical to our success to promote freedom of thought and opinion in a respectful environment. The decisions we make are rooted by respectfully considering each other’s thoughts and opinions and by working towards a greater common goal, saving lives.

Accommodation

Synaptive Medical is an equal opportunity employer and welcomes applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. We welcome and encourage applications from people with disabilities. If as a qualified job applicant, you request accommodation, Synaptive will consult with you to provide reasonable accommodations according to your specific needs. If you wish to make a request, you will be provided an opportunity if your application is selected to proceed in our hiring process.

How to Apply

Unless otherwise stated, applications will only be considered from candidates eligible to work in Canada, or the country in which they’re applying to, without sponsorship.

If you are interested in this position and can demonstrate that you meet or exceed the requirements defined in the job description, please include #GOBRAIN in the top right corner of your resume and then complete your online application by clicking “Apply Now” and following the prompts.

The successful candidate to this role will be asked to complete background checks, which may include criminal, credit, employment and/or educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable background check.

We would like to thank everyone who submits an application. Due to the volume that we receive, only those candidates selected for interviews will be contacted.