Technical Support Specialist – Life Sciences

Danaher Corporation; Lombardia; On-site; EUR 28,000 - 36,000; Full time

Job summary

Masimo is seeking a Technical Support Administrative for an on-site role in Milan to deliver first- and second-level support to customers and end users. The position collaborates with Sales and Product Marketing to resolve issues and improve service quality.

Reporting to the Technical Service Manager in the Netherlands, you will document complaints per the Masimo Quality System, assist with training, and help ensure high customer satisfaction while following established procedures.

Qualifications

• 1-2 years of experience in a customer service role.
• Proficiency with PC-based systems and applications.
• Fluent Italian and English, with strong written and verbal communication skills.
• Ability to work on a rotating after-hours on-call schedule.

Responsibilities

• Receive and respond to technical support requests by telephone and email, providing first- and second-level support and training to end users.
• Document complaints and product failures in accordance with the Masimo Quality System, and initiate repair or replacement of failed or defective products.
• Act as the customer advocate for service-related matters, maintaining service account activities and following issues through to closure.
• Provide technical support to the Sales team and communicate field feedback, product suggestions, improvements, and enhancements to Product Marketing.
• Maintain troubleshooting knowledge and training materials, follow Technical Bulletins, identify customer training needs, and propose appropriate solutions.
• Review technical training and user-interface documentation and contribute to improvements in Technical Support processes and procedures.

Skills

Customer service

Tools

PC-based systems

Job description

Masimo is seeking a Technical Support Administrative for an on-site role in Milan to deliver first- and second-level support to customers and end users. The position collaborates with Sales and Product Marketing to resolve issues and improve service quality.

Reporting to the Technical Service Manager in the Netherlands, you will document complaints per the Masimo Quality System, assist with training, and help ensure high customer satisfaction while following established procedures.