Technical Support Specialist

2 settimane fa


Italia Masimo Corporation A tempo pieno

Perform technical repairs on defective devices. Answer technical questions on proper use of Masimo products. Provide phone support for direct hospital accounts. Assist Masimo sales staff at customer locations with Service related activities.

Duties & Responsibilities:

  • Complete first level troubleshooting with customers
  • Process returned products that require service from the field and 1) replace defective parts, 2) complete device replacement or 3) transfer to other Masimo facilities (Failure Analysis, Repair Center, etc.)
  • Handle return requests for warranty and non-warranty service. Perform Customer Service Order entry
  • Report all field failures and customer complaints per the Masimo Quality System
  • Work directly with customers on phone support to answer questions
  • Identify potential customer training issues and propose solutions
  • Assist with delivery of Masimo parts to customers
  • Work closely with all Masimo groups: Global Masimo Tech Service, Engineering, Marketing, QA, Sales and Clinical Specialist teams Maintain a list of frequently asked questions
  • Communicate product enhancement ideas to Engineering and Marketing
  • Provide input to ensure the Customer / Technical support process and procedures are efficient and effective
  • Utilize good judgment within broad policies and practices to complete established goals and maintain flexibility to allow changes
  • Review customer call information to ensure closure of each incidence
  • Able to work with Bio-Hazard products.

Minimum Qualifications :

  • Technical degree, related clinical, medical or technical experience
  • Biomed experience preferred.
  • Direct Technical experience, ability to communicate with all areas of healthcare industry.
  • Must be PC literate.
  • Knowledge of networking using TCP/IP protocol. CCNA or equivalent preferred.
  • Experience on remote troubleshooting (VPN) and Linux operating systems a strong a plus.
  • Must be a self-starter, a "hands-on" individual who enjoys challenge and dedicated to getting the job done with minimal support and direction.
  • Must have excellent organizational, 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.
  • Team player and able to ‘change gears’ to accomplish goals.
  • Fluent in Italian with an excellent knowledge of English (read, write, speak). Other languages a plus.
  • Ability to travel within the country

Are you looking for uncommon opportunities with an extraordinary company? We are looking for people who can, do and will make a difference. Are you interested to hear more about this position?

Please send your full application through our website.

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