Technical Product Support Representative - Medical Devices

About the role

Join us in boldly challenging what's possible for a sustainable world. We're looking for a Technical Product Support Representative - Medical Devices who can provide complex technical support and assistance to customers.

Responsibilities

• Provides complex technical support and assistance to customers via email, phone, and/or other remote methods.
• Responds to customer inquiries on organizational products and services, including installation, operational functions, and maintenance.
• Guides and directs customers to support troubleshooting, preventive maintenance, and problem-solving recommendations for electro-mechanical, refrigeration, and integrated systems.
• Documents customer interactions, including details of inquiries, complaints, comments, troubleshooting steps, root cause analysis, and actions taken to resolve product malfunctions.
• Promotes Life Science Solutions values by demonstrating personal productivity and quality of work, managing internal/external relationships, actively seeking out and participating in Continuous Improvement practices, and engaging in team initiatives.
• Communicates with Life Science Solutions customers and distributors worldwide regarding product failures and complaints via telephone, fax, and email.
• Manages open events to ensure customer satisfaction.
• Works with outside service and distribution partners for support of products both in and out of warranty.
• Provides assistance and guidance to Level 1 technicians.
• Performs other duties and responsibilities as assigned.

Requirements

• 3-5 years related work experience (technical service, refrigeration (Cascade a plus), electronics).
• High school diploma (AS/BS in EET, MET or other technical discipline preferred).
• Proficient in Microsoft Office Suite.
• FourthShift and Microsoft CRM preferred.

Key Competencies

• Ability to promote collaboration and teamwork inside/outside the department to reach common goals.
• Open to and solicits diverse views and opinions from others.
• Breaks down barriers to build consensus.
• Proactively develops customer relationships by listening to and understanding the customer (both internal and external).
• Absolutely gives high priority to customer satisfaction.
• Applies technical knowledge in identifying cause-effect relationships that drive to effective problem resolution.
• Actively seeks to make things better by promoting and identifying process improvements in the work environment.
• Actively partners with Level 1 Techs to provide them with pertinent information, techniques, instruction, feedback, and encouragement to maximize their success on the job.

What's In It For You

• Annual Base Salary Range: $47,310.00 - $66,465.00
• Compensation Type: Exceptional Hourly Incentive Eligible
• Benefits: Comprehensive benefits and programs including health insurance, holistic wellness programs, family building benefits, educational and training opportunities, and more.

Qualifications

• None required.

Skills

• Technical knowledge in electro-mechanical, refrigeration, and integrated systems.
• Good customer service skills.
• Strong understanding of the organization's products and services.
• Ability to negotiate with multiple levels of customers.
• Experience working with engineering teams to influence product improvements and enhancements.

Benefits

• Comprehensive benefits and programs including health insurance, holistic wellness programs, family building benefits, educational and training opportunities, and more.

Pay

$47,310.00 - $66,465.00 annually

Schedule

Monday to Thursday, work onsite with your colleagues. Fridays, choose your work location, balancing what your work requires.