Technical Support Specialist — Training & Global Travel

Masimo; Milano; In loco; EUR 28.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonus pay

Descrizione del lavoro

Masimo in Milano is seeking a Customer Service Specialist to provide first and second level technical support, respond to calls and emails, and document all issues per Masimo Quality System.

You will support sales with technical consulting, follow up on Technical Bulletins, and ensure customer satisfaction by resolving product training issues and maintaining a knowledge base for troubleshooting.

Competenze

• 2-3 years’ experience in customer service role
• Strong ‘hands-on’ skills, with ability to perform detail-oriented work with high degree of accuracy
• Must have flexibility in reacting to new situations and adaptability for working in a new environment
• Must be PC literate, have excellent organizational, communication, and writing skills
• Ability to travel both domestically and internationally; eligible to apply for a Passport
• Ability to work on a rotating after-hours on-call schedule
• Ability to lift 45 lbs on an occasional basis
• Fluent in Italian and English.

Mansioni

• Receive and respond to telephone calls and emails from end users
• Document all complaints and failures per the Masimo Quality System
• Provide first and second level technical support and training
• Initiate repair/replacement of failed and/or defective products
• Be the customer advocate for all matters involving Service
• Provide technical consulting to sales team
• Follow up on Technical Bulletins for Masimo products
• Identify potential Customer training issues and propose solutions
• Convey information from the field regarding product suggestions, improvements and enhancements to Product Marketing
• Maintain a knowledge base of troubleshooting training
• Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved
• Provide technical review of all training and supporting user interface documentation
• Monitor Technical Support process and procedures. Initiate changes to optimize the process
• Be able to work with and be knowledgeable of biohazard products and procedures
• Maintain account management for service related activities
• Occasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective
• During travel, must be able to lift up to 45 pounds of tools and equipment
• Perform all other duties as assigned or required

Conoscenze

Customer service

Hands-on

Communication skills

Organizational skills

Italian language

Descrizione del lavoro

Masimo in Milano is seeking a Customer Service Specialist to provide first and second level technical support, respond to calls and emails, and document all issues per Masimo Quality System.

You will support sales with technical consulting, follow up on Technical Bulletins, and ensure customer satisfaction by resolving product training issues and maintaining a knowledge base for troubleshooting.