CUSTOMER SERVICE & FIRST-LEVEL SUPPORT – AFTER-SALES (MEDICAL DEVICES)

EMS - Electro Medical Systems; São Paulo; On-site; BRL 90,000 - 150,000; Full time

Job summary

EMS - Electro Medical Systems in São Paulo, Brazil, is seeking a Senior Service & Support Technician. The role focuses on complete after-sales technical support for medical equipment, acting as the first contact for clinicians, distributors and service partners, with high autonomy in local activity setup.

You will troubleshoot, document issues, coordinate with headquarters, manage spare parts requests, and ensure customer satisfaction while maintaining regulatory compliance and quality standards.

Qualifications

• Fluent in English.
• 5+ years in customer service.
• Experience with medical devices preferred.
• Knowledge of service management systems (ERP/DEAR, CRM).
• Ability to handle confidential information.

Responsibilities

• Serve as the primary contact for customer inquiries and service requests.
• Document cases in Dynamics 365 CRM and CIN7.
• Coordinate spare parts with EMS headquarters in Brazil.
• Provide first-level technical support and guidance to customers.
• Escalate complex technical issues to Service Engineers or Global Technical Support teams and document resolutions.
• Maintain accurate service records and KPI reporting.

Skills

Communication skills

Technical understanding

Multitasking under pressure

Attention to detail

Customer-oriented mindset

Tools

CRM

ERP/DEAR

MS Office

Dynamics 365 CRM

Job description

GENERAL SUMMARY

As a market leader, EMS sets new standards in the design, manufacturing and sale of devices used for medical and dental treatments. EMS products benefit from a tradition of flawless Swiss precision and craftsmanship.Founded more than 30 years ago, EMS offers valuable solutions in the fieldsof:Dental Prevention – inventors of Guided Biofilm Therapy: evidence based protocol for biofilm management on teeth, soft tissues and implants and the original Airflow®, Perioflow® and PIEZON® technologiesUrology – market leaders in endoscopic lithotripsy, EMS shapes the history and future of stone management with its LithoClast® and LaserClast® product range.Shock Wave Therapy - inventors of RSWT® (Radial ESWT) and developers of the Swiss DolorClast® Method for the effective treatment of muscular-skeletal pathologies and dermatological conditions.Respect, Excellence and Client orientation are EMS’ core values.Quality is part of EMS’ DNA, it is engraved in EMS’ Mission.Happy and healthy patients, successful clinicians and passionate partners, this is EMS’ mission. EMS delivers innovative and clinically proven treatment outcomes in the least invasive way. We are committed to fostering knowledge and skills by training and educating healthcare professionals, partners and employment.

KEEP IT SIMPLE

It takes profound knowledge to do things in a simple manner

This quote from A.R.J. Turgot is one of the pillars of EMS’ values and drives our spirit.

Strong ability to present complex solutions in clear, simple terms.

BE COMPATIBLE

As part of the opening and development of our activity, we are seeking a Senior Service & Support Technician who will be responsible for the complete management of technical support for medical equipment in their territory. This role offers high autonomy and key role in the local establishment of the activity.

POSITION OVERVIEW

The Customer Service & First-Level Support Specialist plays a key role in delivering high‑quality after‑sales service for medical device users (clinicians, distributors, and service partners). This role acts as the first point of contact for customers, providing technical guidance, troubleshooting support, and coordination with internal teams to ensure efficient problem resolution. The position contributes directly to customer satisfaction, service excellence, and the reliable performance of medical technologies in the field.

TASKS & RESPONSIBILITIES

• Customer Service & Case ManagementServe as the primary point of contact for customer inquiries related to product operation, troubleshooting, repairs, loan devices, invoicing, and service requests.Create, document, and manage customer cases and service requests in Microsoft Dynamics 365 CRM and CIN7, ensuring accurate records and full traceability.Gather and document relevant customer and technical information to support efficient issue resolution.Follow up on open customer requests and maintain regular communication regarding service status and next steps.Coordinate with EMS headquarters and internal stakeholders when escalation or additional support isrequired.Coordinate spare parts requests and orders with EMS Headquarters, ensuring timely availability of parts required for repair activities and technical supportin Brazil
• First-Level Technical Support Providefirst-level technical support and troubleshooting guidance for EMS products following approved procedures and product documentation.Inform customers regarding repair steps, estimated timelines, and required documentation.Assist customers with product operation, basic maintenance recommendations, and bestpractices.Escalate complex technical issues to Service Engineers or Global Technical Support teams when required.Ensure technical issues and resolutions are properly documented in company systems.
• Return & Warranty Process CoordinationCoordinate product returns, warranty requests, and repair cases in accordance with companyprocedures.Manage loan device requests and follow up on equipment returns.Ensure returned devices and related documentation are properly registered and tracked.Communicate service progress and repair updates to customers.
• Customer Service & Administrative SupportSupport quotation follow-up, invoicing requests, and general customer service activities.Assist with order administration and service-related documentation.Coordinate with EMS headquarters regarding customer requests, deliveries, and administrative matters.Contribute to maintaining accurate customer and service records.
• Documentation & and ReportingMaintain accurate records of customer interactions, service activities, and technical cases.Ensure compliance with EMS quality standards and applicable regulatory requirements, including ANVISA-related processes when applicable.Contribute to customer satisfaction through timely communication and professional support.Participate in training activities and continuous improvement initiatives.

REQUIRED SKILLS & COMPETENCIES

• Strong communication skills ability to translate technical issues into clear, customer-friendly explanations.
• Basic technical understanding of electromechanical or medical devices.
• Ability to manage multiple priorities and coordinate tasks undertime pressure.
• High level of attention to detail, especially regarding product traceability and safety requirements.
• Customer-oriented mindset with a problem-solving attitude.

EDUCATION & PERSONAL SKILLS

• Experience in customer service, telephone support, or after-sales technical support, preferably in the medical device, healthcare, or technology sector.
• Knowledge of device repair processes, service management systems (ERP/DEAR, CRM), or RMA procedures.
• +5 years’ experience in customer service, Commercial understanding is mandatory, technical knowledge helpful.
• Fluent in English.
• Strong verbal, written communication, and interpersonal skills can articulate succinctly to all levels of the organization.
• Proven understanding of After Sales Processes for Services.
• Ability to handle sensitive, confidential information.
• Experience with a variety of office software MS office and CRM (including email tools, scheduling tools, spreadsheets,and databases).
• Very dynamic, positive, and open-minded person.
• Ability to work well with all levels of internal management and staff.
• Ability to handle sensitive, confidential information.
• Be creative and enjoy working in a fast-moving, entrepreneurial environment that is mission-driven and results-oriented.
• Demonstrated ability to achieve high performance goals in a fast-paced environment and to prioritize tasks under pressure.
• Ability to maintain a disciplined work ethic in a flexible virtual environment.
• Able to work independently and set priorities appropriately to achieve goals.
• Adaptable to various competing demands and demonstrates the highest level of customer/client service and response.

POSITION

Location: São Paulo Brazil
Need to travel: – In need only locally upon requests
Probation Period: Completed
Occupation: 100%
Working hours: 9:00 to 18:00 with an hour break (Core working time: 10:00 to 16:00)

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