Medical Physicist - Customer Support Associate

IBA; India; On-site; INR 600,000 - 900,000; Full time

Job summary

IBA Dosimetry is seeking a skilled Quality Assurance and Customer Support professional in India to join our global team. You will troubleshoot product issues, respond to customer inquiries, and ensure timely resolutions while maintaining detailed records.

You will develop deep technical knowledge of medical physics products, interact with end users and distributors, and collaborate with internal teams to improve service quality.

Qualifications

• Master’s in Medical Physics or Dip RP from BARC (Govt. of India).
• 3–4 years of clinical experience or 2 years of industry experience.
• MS Office Suite (Excel, PowerPoint, Word).
• Familiarity with Medical Device Quality Systems (FDA, ISO).
• Basic IT and networking knowledge; Cisco certification is a plus.

Responsibilities

• Troubleshoot and document customer complaints related to product issues, ensuring resolution and customer satisfaction.
• Communicate with customers to handle requests and provide timely answers and solutions per process.
• Manage all incoming customer communications (calls and emails) from end users, distributors, and internal users.
• Acquire deep product knowledge (technical and physics related) to respond to queries comprehensively.
• Maintain detailed records of customer interactions and process customer accounts.
• Escalate complex issues to appropriate support teams and follow documented procedures.
• Follow communication guidelines and policies; recommend potential products or services by analyzing customer needs.
• Stay updated with product updates or bugs and deploy new knowledge to resolve issues.

Skills

Medical Physics

Customer support

English proficiency

Teamwork

Independent work

Learning agility

Networking basics

IT basics

Education

M.S. in Medical Physics

Dip RP (BARC)

Tools

Cisco certification

Job description

Job Description:

Mission

As a member of the IBA family and acting as a leading player in the field of Quality Assurance in Radiation Therapy and Medical Imaging, IBA Dosimetry continuously innovates solutions that enhance quality and outcome of cancer treatments. Our products are distributed worldwide and we are very proud of our international cultural diversity. Employees from over 30 different nations come to work every day sharing the same passion for developing product solutions that protect, enhance and save lives.

You consider yourself as a professional in your field yet you are also eager to learn continuously. Team spirit is part of your genes and new challenges boost your motivation

Challenges we trust you with

• Systematically troubleshot, solve, and document customer complaints related to product issues by leveraging equal parts intuition and technical acumen. Routine follow-ups to ensure resolution and customer satisfaction.
• Communication with customers related to handling customer’s requests and complaints, providing answers and solutions in timely fashion and in accordance with implemented process.
• Manage and dispatch all incoming customer communications (calls and emails) from both external (end users and distributors) and internal users in a timely fashion.
• Acquire deep product knowledge (technical and physics related) with the goal of providing comprehensive responses to customer queries
• Maintain detailed records of customer interactions, process customer accounts, and file documents
• Escalate complex customer issues to appropriate support teams
• Follow communication procedures, guidelines, and policies
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Remain continually informed and ready to deploy newly acquired knowledge towards resolution of new issues that may stem from recent product updates or newly discovered bugs

What we value

You have:

• Master’s degree in Medical Physics from a recognized institution or Dip R.P from BARC(Govt. of India)
• 3-4 years of clinical experience or minimum 2 years of industry experience
• Intermediate familiarity with MS-Office Suite– Excel, Powerpoint, Word, etc.
• Familiarity with applicable Medical Device Quality Systems (FDA, ISO)
• Basic knowledge of IT and networking fundamentals – In depth-networking knowledge and/or certification (e.g Cisco) is a plus
• Proficiency in spoken and written English
• Affinity for teamwork and well-developed interpersonal skills
• Ability to learn and apply newly acquired product training quickly
• Willingness to work nights, up to 33% of workdays.
• Self-driven mindset and ability to work independently
• Devotion to customer success and a desire to put things right in under tight timelines

Life at IBA

At IBA, we value creativity, innovation, and a commitment to excellence. As a certified B Corporation (B Corp), we uphold the highest standards of social and environmental performance. If you’re ready to embark on a journey where your skills and ideas can truly make an impact.

Let’s shape the future of technology together!

Requirements: