Customer Service Support Technician

Job Function: 

• Support the technical and service needs of our industrial customer. 

• Responding to inquiries and requests from company's partner and subsidiaries. 

• Providing troubleshooting assistance to resolve hardware issues over the phone.

• Working with manufacturing technicians to refurbish damaged components. 

• Receiving & documenting technical troubleshooting calls and providing timely follow-up. 

• Tracking and providing reports on customer issues. 

• Managing and updating trouble-shooting guidelines.  

• Take an active role in improving customer service processes and procedures. 

Qualifications: 

• Experience and aptitude for managing key customer relationships. 

• Excellent verbal and written communication skills. 

• Working knowledge of hardware, instrumentation, biomedical equipment or equivalent.  

• Strong technical ability / troubleshooting experience. 

• 5 years in a technical customer support role, with hands-on, hardware experience, preferably with complex medical devices, life science or clinical diagnostics equipment.