About Amba
Amba Health and Care is transforming how seniors are supported across the UK, US, and Canada. Our technology connects passive sensors with intuitive software, giving caregivers real-time insights to deliver more personalised, efficient care - helping to solve one of the biggest challenges of an ageing population.
Overview
We are seeking an experienced, self-driven Lead Technician to spearhead Amba’s on-the-ground operations across Canada. In this senior hands-on role, you will lead the deployment, configuration, and ongoing support of our sensor-based resident safety platform in senior living communities nationwide.
As the most senior technician in Canada, you will combine direct technical delivery with stock management and cross-functional coordination - ensuring installations run smoothly, issues are resolved swiftly, and customers receive outstanding service. Full product training will be provided.
This role combines on-site and virtual (home-based) work.
Key Responsibilities
Installation & Technical Delivery
- Install, configure, and commission Amba devices and gateway systems at customer sites across Canada, in line with site specifications.
- Perform on-site service visits to diagnose, repair, or replace system components as needed.
- Verify proper system operation and perform functional testing before project or ticket completion.
- Support the scoping and preparation of new installations, liaising with Customer Success Managers (CSMs) and internal teams to ensure readiness
Remote Support
- Monitor support channels and provide remote technical support via phone, email, and online tools - troubleshooting and resolving customer issues promptly, and escalating complex cases to the appropriate internal teams where necessary.
Team & Subcontractor Leadership
- Build and maintain relationships with on-site maintenance contacts to optimise remote troubleshooting and reduce site visit frequency.
- Act as the senior technical point of contact for Canada — providing guidance and mentorship to junior technicians, and supervising subcontractors during installations and service visits.
Customer & Stakeholder Communication
- Maintain clear, professional communication with customers, facility staff, residents, and family members, representing Amba with care and clarity at all times.
Inventory & Stock Management
- Manage Canadian regional stock of hardware, spare parts, and installation materials — maintaining accurate inventory records, monitoring levels proactively, and coordinating replenishment with suppliers before critical thresholds are reached.
- Hold a working stock of replacement parts at home; configure and ship replacement units to customers or technicians upon request.
- Coordinate with Accounts and CSMs to ensure all stock movements and orders are accurately reflected in billing and financial records.
Administration & Documentation
- Maintain clear and detailed documentation of service tickets, site visits, stock movements, and customer interactions.
- Track and reconcile incoming and outgoing shipments, including any returns or warranty replacements, ensuring chain-of-custody documentation is complete.
- Manage company-provided tools, equipment, and assets responsibly, reporting damage, loss, or replacement needs promptly.
- Support project reporting and administration tasks, contributing to internal reviews and continuous improvement initiatives.
Travel
- Travel to customer sites up to 75% of the time (overnight travel required).
Must Have
- High school diploma or equivalent required.
- 3-5 years of experience as a technical support representative, installer or service technician for any system combining hardware and software.
- Proven track record in stock or inventory management, including ordering, reconciliation, and supplier liaison.
- Strong computer literacy; confident working with web-based platforms, configuration tools, and mobile apps.
- Excellent communication, documentation, and customer service skills with the ability to engage clearly with non-technical users.
- Demonstrated ability to provide clear, patient, and effective technical support via phone and email.
- Ability to work independently with minimal supervision and manage multiple priorities.
- Comfortable lifting up to 50 lbs and using standard hand tools and ladders.
- Must have a valid driver’s license and be able to travel regionally and nationally as needed.
- Access to secure home storage space for equipment and spare parts.
Bonus
- Experience working in senior living or healthcare environments is an asset.
- Bilingualism (English and French) is an asset.
Compensation and Benefits
- Salary: CA $60,000
- Laptop and home office equipment if needed
- 5% RRSP and DPSP match*
- 24 days PTO + company-approved holidays
- Comprehensive group benefits including health, dental, life insurance and AD&D*
*Note: benefits start after a three month waiting period.
Background Checks
This role is subject to a driver's abstract (3-year driving record) and a criminal record check, conducted with the candidate's consent, prior to an offer of employment.
Pay: $60,000.00 per year
Benefits:
Experience:
- Technical support: 3 years (required)
Willingness to travel:
Work Location: On the road
