Technical Support Specialist 2

2 weeks ago

Westford, United States Cynosure Full time

Cynosure is well positioned competitively to lead and transform the medical aesthetics industry. We are guided by our belief that this is a purpose-driven business, which improves patients lives and improves practitioners livelihoods.

* We are passionate about driving a healthy and growing medical aesthetics industry with leading-edge marketing which inspires consumers to engage in medical aesthetics.

* We are the leader in science-based technology which elevates the standard of care for consumers.

* We are relentlessly focused on being the undisputed innovation leader, addressing the growing demand for consumer treatments across all demographics.

* We are committed to building and strengthening our unmatched global footprint, with direct employees on five continents and in 15 countries and growing, and distributor partners serving over 130 countries.

* We put our people first and believe personal development drives business development.

* We love our customers and strive give them the leading-edge technology, service, marketing support and clinical education to improve their patients outcomes and to improve their livelihoods.

At Cynosure, we look for people who make an impact and encourage everyone to lead, create, and add value. In turn, we invest in our team to grow peoples careers and build upon our high-performance and culture-oriented organization. We work together as one team, winning together.

As we grow our global team, there is no better time to join us. As a market leader in medical aesthetics, Cynosure has over 25 years developing, manufacturing, and marketing products for dermatologists, plastic surgeons, medical spas, and healthcare practitioners. With the aesthetic industrys most comprehensive product portfolio, our offerings span several categories including skin revitalization, body contouring, hair removal, and womens health.

Our mission is to set Cynosure customers up for success shaping future leaders of the aesthetics industry and helping everyone who uses our technologies discover their version of beautiful.

and sites and please visit us at .

Job Summary

Responsible to provide world class technical field and phone support and troubleshooting to customers globally.

Essential Duties and Responsibilities

The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.

* Provide professional Technical Support to external and internal customers (service, sales and marketing, etc.).

* Maintain a high level of technical knowledge on current product line(s)

* Document Customer and/or Equipment Cases through the current CRM and ERP systems

* Identify and document reported complaints as detailed in Quality Complaint Handling Procedure

* Responsible for troubleshooting and resolving customer issue escalations.

* Support in coordinating staff to maintain 24/7 service support commitment to customers

* Embody and deliver the Exceptional Everyday

Qualifications

Education

?High School degree/equivalent required

? Associates degree or equivalent in a technical field or discipline

? Bachelors degree required

? Education and experience combination:

? Associates degree is equivalent to 18 months of experience

? Bachelors degree is equivalent to three (3) years of experience

Specific Area of Study:

Experience

? 0 to 1 years relevant experience

? 1 to 2 years relevant experience

? 2 to 4 years relevant experience

? 5+ years relevant experience

Specific Related Experience: 2+ years Field Service or Technical Call Center experience. Salesforce FSL (preferred)

Skills

* Excellent communication, both verbal and written skills

* Strong team member with the ability to work both independently and within a group

* Ability to analyze and relay technical information to customers to advise on possible solutions.

* Outstanding interpersonal skills with a positive can-do attitude

* Ability to work well and communicate amongst departments

* Flexibility to give and receive constructive feedback

* Proficient in prioritizing and multi-tasking

* Strong organization skills and attention to detail.

Physical Demands

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

* ? Sit; use hands to finger, handle or feel objects, tools, or controls.

* ? Stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.

* ? Lifting/pushing/pulling and carrying products weighing up to 45 pounds

* ? Potential Exposure to moving mechanical parts, vibration and/or moderate noise levels.

* ? Potential Exposure to hazardous chemicals or other materials.

* ? Safety Shoes compliant with site specific policies/procedures must be worn in designated areas

* ? Potential Exposure to blood.

* ? Other (please specify) Domestic and International travel may be required

Cynosure is an Equal Opportunity Employer Race, Color, Religion, Sex, Sexual Orientation, ender Identity, National Origin, Disability, Veteran

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