Customer/Technical Support

Are you Customer oriented?

Please contact us regarding one of the following positions.

DIRECTOR, TECHNICAL SUPPORT:


Responsibilities include all Technical Support activities including direct management of Technical Support Specialist; management of Field upgrades (OEM products); ensure that the Technical Support department complies to the Quality System; development and maintenance of systems to ensure timely answering of technical questions from Customers; development and maintenance of Field Service Manuals; development and maintenance of Sales Tool Documents (Spare Parts); developing and maintenance of a customer satisfaction matrix; and  qualification and training of authorized service centers. 

Requires Bachelor?s degree and at least five years related experience with experience working in a hospital environment.  Must have strong organizational, communication, database management and record keeping skills.  Must have independent work skills, a strong work ethic, leadership ability, ability to handle difficult customer situations, and possess the ability to communicate with all levels of Hospital Administration and Management.  Requires Clinical Certification and ISO 13485 training. Salary Range 75-90k

 



TECHNICAL SUPPORT SPECIALIST:

Responsibilities

? Troubleshoot electronics issues.

? Troubleshoot clinical issues.

? Resolve logistical issues.

? Report all field failures and Customer Complaints per Quality System.

? Provide a voice for the field for customer?s issues.

? Identify potential Customer training issues and propose solutions.

? Continuously review competitive products, maintain feature matrix.

? Communicate issues directly to the Technical Services Manager.

? Provide input to maintain the list of frequently asked questions.

? Review Customer call information to ensure closure of each incidence.

? Communicate product enhancement ideas to Engineering and Marketing.

? Process returned products that require service from the field.

? Provide input to ensure the Customer/Technical support process and procedures are efficient and effective.

Minimum Education: Bachelors of Science degree, related clinical or technical experience

Desired Training and Experience:

? Minimum 1 year related experience in the medical industry.

? Direct Clinical experience, ability to communicate with all areas of health care industry.

? Must be a self-starter, a 'hands-on' individual who enjoys challenge and is and dedicated to getting the job done with minimal support and direction.

? Must have excellent verbal and written communication skills.

? Strong results orientation, positive 'can do' attitude, and a sense of urgency to get things done.

? Must have flexibility in reacting to new situations and adaptability for working in a new environment.

? Must be PC literate, have excellent organizational, communication, and writing skills.

? Occasional Travel required when visiting problem hospitals. Periodic customer visits required to maintain Customer perspective. Salary Range 50-60k

 

CUSTOMER SERVICE REPRESENTATIVE:

Duties and Responsibilities:

?  Enter and confirm sales orders placed by phone, fax, or e-mail, domestic and international.

?  Resolve customer pricing discrepancies.

?  Provide customers with Proof of Delivery.

?  Initiate new customer set up.

?  Process customer returns per company policies and procedures.

?  Support sales force and internal team members for samples and supplies.

?  Special projects as assigned.

?  Be knowledgeable about the latest ISO- 13485, ISO-900 1, the MDD, and Canadian Medical Device Regulations (CMDR).

 

Desired Training and Experience Required:

?  Minimum 2 years customer service experience in instrument company (medical devices preferred).

?  Experience with manufacturing, factory service, and distribution.

?  Must be proficient with Word, Excel, PowerPoint, and Access.

?  Must possess excellent organizational, communication, and writing skills. Salary Range 40-55k

 

All positions are located in Orange County and offer Full Medical, Dental and Vision Benefits.