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Technical Support Specialist for Medical Devices
3 months ago
Technical Support Specialist for Medical Devices
Location
Apply by
Apply by
2024-07-28
Purpose of the role
The technical support specialist is responsible for level 2 technical support for all Breas products to our customers via email, phone and in person. (level 1 should be handled by Customer Service)
Responsibilities
Maintain and develop excellent technical and application knowledge relevant to Breas’ full line of respiratory products
Provide technical and application support to internal and external customers, on Vivo Ventilators, Z1 and Z2 CPAP devices, and connectivity software applications such as EveryWare, Nitelog and other future products/applications
Manage incoming calls and emails regarding product problems and service questions.
Appropriately escalate issues to appropriate departments (technical, service, clinical) Work cross functionally with Global and Local Service departments, Engineering and Product Management.
Keep detailed and organized record of customer interaction in Jira or other Issue Management Software
Support Sales Team by answering technical support questions
Handle and coordinate Complaint, RMA/Repair and Preventative Maintenance tickets
Enter Repair and Service orders in JDE.
Multitask all of the above throughout varying days and weeks for expeditious response times
Complete projects, attend meetings, and collaborate as necessary
A Bachelor’s Degree is preferred but not required. In addition, the technical support specialist should possess the following skills:
3-5 years experience as a technical support or technical customer service person for a technical products or med-tech company.
Experience with complaint handling and document management systems
Experience in MRP systems such as JD Edwards.
Experience working with CRM tools.
Excellent communication skills, both written and verbal
The ability to work in a fast-paced environment
Ability to prioritize and address issues
Self-motivated, diligent, highly organized, and team oriented
Strong analytic aptitude and problem-solving skills
Experience in working with multiple facets of an organization (Service, Engineering, Operations)
The ability to maintain calm under pressure. Ability to defuse an “angry/frustrated” customer and disengage when appropriate
Strong technical skills
Ability to research the answers to questions using the device Instructions for Use.
Ability to work under minimum supervision with a high degree of organizational and technical competence.
Ability to travel as needed (5% of time max.) to customer’s locations to train, do FW upgrades and help trouble shoot issues.
A deep understanding of business, products, and customers’ needs
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
Update customer information in the customer service database during and after each call
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
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