Job Details

Requisition Number 17-0162
Title Technical Support Specialist II
City Lawrence
State MA
Description Technical Support Specialist II

Position Summary:
The incumbent will provide rotating 24-7 technical support on incoming customer calls. Triages moderately complex calls through attempting remote diagnosis and repair directly with the customer. Elevates critical issues immediately after responding to customer calls. Generates customer feedback reports and communicates issues with the internal organization.

Responsibilities:
Weekends Saturday and Sunday with flexible week days
• Provides immediate and direct technical telephone support for complex hardware and software capital equipment used in dialysis. Responds to customer inquiries, concerns and complaints ensuring timely resolution and customer satisfaction
• Serves as direct interface with customers, patients, medical professionals and field service personnel to troubleshoot problems with use of the Company’s medical products including instrumentation, software and disposables
• Documents and codes all customer contact and technical support recommendations into the Salesforce.com database to meet regulatory requirements and to allow for proper follow-up and investigation. Concisely documents problem description and resolution, if appropriate. Individual reports and summary reports to be complete in a timely fashion. Highlights trends, indicates comparisons, and offers recommendations for continuous improvement
• Provides rotating shift-based (daily, overnight, weekend and holiday) support
• Develops and maintains proficiency with existing and new products by attending product related classes and training sessions
• Collaborates with various departments regarding customer-related issues and recommendations for improvement
• Prepares and assists with the preparation of technical information for operator manuals, troubleshooting guidelines, instrument bulletins and presentations for clinical specialists, sales personnel, and new staff
• Validates need to swap customer units and obtains appropriates approval. Manages shipping process during off business hours with approved sources

Requirements Education & Qualifications:
• BS degree in Engineering or related field. Equivalent experience in lieu of degree will be considered
• Experience working in a dialysis center either directly with patients and/or dialysis equipment
• 3+ years of medical device technical customer support experience
• Exceptional troubleshooting ability and technical expertise in electromechanical medical device products
• Computer/ERP experience and an understanding of the need to accurately document each call and resolution
• Ability to maintain composure in challenging situations
• Ability to handle multiple responsibilities simultaneously
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