Technical Support Specialist
3 months ago
Job Summary:
The Technical Support Specialist will be responsible for consistently providing high quality resolution of technical issues / questions and on-going customer support. This position will provide first-level trouble shooting and resolution of customer issues. The incumbent will be given latitude to perform minor warranty maintenance, communicate with Masimo Engineering and Clinical Specialist teams, ship products and parts and catalog customer questions and issues. This position will also provide phone support to customers regarding the proper use and maintenance of Masimo’s products and applications. Ensuring customer satisfaction is critical and must be accomplished by meeting or exceeding their expectations. Keys to success include: detail orientation, speed, and thoroughness in resolving technical issues. This position will also form part of the Masimo Global support umbrella. Innovation and subject matter expertise will be rewarded with opportunities for career growth and advancement in a company that makes a difference in people’s lives. This role is 40% field, 60% office based.
Duties & Responsibilities:
Complete first level troubleshooting with customers Work directly with customers on phone support to answer questions Process returned products that require service from the field and 1) replace defective parts or 2) complete device replacement Handle return requests (RMA) for warranty and non-warranty service. Perform service order entries Packing and shipping of RMA items back to Irvine HQ Field visits to customer sites to troubleshoot and resolve issues Perform on-site device installations and maintenance checks Report all field failures and customer complaints per the Masimo Quality System Identify potential customer training issues and propose solutions Assist with delivery of Masimo parts to customers Work closely with all Masimo groups: local team, Irvine Tech Support, Engineering, Marketing, and QA 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 All other relevant duties necessary as assigned by Technical Service ManagerMinimum & Preferred Qualifications and Experience:
Minimum Qualifications:
Minimum 3 years related experience in Biomedical Engineering or related field Knowledge of basic engineering principles, troubleshooting, electronics and design Required knowledge of networking using TCP/IP protocol in a Wireless environment 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 and dedicated to getting the job done with minimal 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 Comfortable in travelling to hospitals and sitesPreferred Qualifications:
NA
Education:
Minimum Diploma in Biomedical Engineering, or related field with 3 year experience.
Fresh Grads are also welcomed to apply and will be assessed by technical aptitude and growth potential.
This position primarily works in a mixture of office and field environments, making daily customer contact over phone/email or on-site. It requires frequent sitting, standing, walking and lifting (must be able to lift a minimum of 50 pounds). Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Must be able to travel extensively (both domestically and locally).
The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.
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