Service Support Representative

About the role

Belimed AG is a leading supplier of medical and surgical instrument sterilization, disinfection, cleaning products and services. Headquarters in Zug (Switzerland), offices in 9 countries, represented in over 80 countries via distributors. Over 50 years of history, continually evolving technology‑driven portfolio of high quality products and services. As Engineers of confidence, they build trust and value for customers, empowering them to advance medical care and protect the lives of patients and medical personnel. Belimed offers an international, open‑minded, hands‑on team in a growing industry committed to improving societal health. Apply for this challenging role and join the HQ team in Zug.

Responsibilities

• Receives and evaluates trouble calls from customer and field personnel via phone and email
• Provides first level technical support to customers and field personnel by assisting with identification, evaluation, and possibly resolution of service and operational issues with the equipment
• Escalates more complex service and operational issues to technical support
• Processes the dispatch in the system for calls requiring on‑site support to resolve issues, including collecting equipment information, checking warranty and contract status and, if required, providing a quote/proposal and collecting purchase order information from the customer for the service call
• Communicates pertinent service information and schedules Field Service Technicians to ensure all service activities are accomplished per Belimed’s commitments to the customer
• Schedules, communicates, and updates customers regarding current requests for service & scheduled maintenance
• Manages customer expectations and commitments in a professional manner
• Identifies and develops solutions to mitigate excessive customer downtime
• Maintains the schedule (work, vacation, time off, etc.) for all Field Service Technicians
• Promptly escalates critical service issues to leadership in order to ensure proper resolution
• Provides and follows up with customers, sales and service on new and renewed contracts proposal and enters executed contracts and maintenance plans into SAP
• Supports finance with billing issues

Requirements

• Associate’s degree or equivalent work experience
• 1‑2 years of product technical support experience or customer service experience
• Experience working in SAP or similar ERP system
• Previous experience in product technical support for customers and field service technicians
• Willing and able on special occasion to work weekends and holidays
• Proficiency with MS Office and database applications

Skills

• Creative, innovative, and flexible, with the ability to work in a small team environment
• Excellent communication skills both written and verbal with a strong focus on customer service
• Strong analytical/problem‑solving and active listening/comprehension skills
• Planning, scheduling and organizational skills

Benefits

• Varied work in a hands‑on, international environment
• Strong, value‑based company culture
• Fair, performance‑related compensation
• Culture of empowerment and accountability giving easy access to key decision‑makers and enabling real impact
• Opportunity to help protect the lives of patients and medical personnel