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Provide Technical Support and assistance (remote and/or offsite), as well as advice to customers using products and services.
Ensure customer satisfaction by delivering the highest possible product performance, provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, minimize device performance failures and ensure implementation of service culture throughout the organization.
Investigate and solve customers problems, following up with the delivery of Technical Support.
Responsible for installation, maintenance and repair of medical systems and equipment.
Responsible for customer complaints, RMA and investigation processes and execution.
Leader for service activities including representation of services in all cross-functional management level teams as appropriate.
Requirements: Knowledge of service processes in the medical device industry (DHR, Traceability, MRB, Work Instructions, ATP, RMA, etc.)
Experience in writing procedures and work instructions
Field experience servicing medical equipment
Experience working with CRM and ERP systems
Familiarity with commonly used TEST equipment
Knowledge of assembly, wiring, machining, and testing processes
Ability to perform technical and clinical training in English for distributors and customers
Ability to travel internationally for customer visits
Additional languages - advantage
This position is open to all candidates.