Technical Support Specialist

6 mesi fa

Milano, Italia Masimo A tempo pieno

Objective**:
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:

- Biomedical Engineering Degree.
- Knowledge of basic engineering principles, troubleshooting, electronics and design.
- Knowledge of Microsoft Windows 7/10 Professional operating systems.
- Strong ‘hands-on’ skills; able to perform detail-oriented work with high degree of accuracy.
- Must be a self-starter, a "hands-on" individual who enjoys challenge and is dedicated to getting the job done with mínimal support and direction.
- Good analytical and problem solving skills required.
- Ability to communicate technical ideas clearly to both technical and non-technical staff.
- Must have flexibility in reacting to new situations; adaptability working in new environments.
- Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done
- Effective multi-tasking capabilities.
- Disposition to travel occasionally

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