Product Support Specialist

Paycom - ATS; Wilmington (OH); On-site; USD 45,000 - 70,000; Full time

Job summary

EMSAR seeks a Product Specialist to deliver technical and product support to its field service team, end users, and distributors from the Wilmington, OH office. You will handle calls, documentation, parts orders, and work orders while maintaining product knowledge across lines.

On-site responsibilities include installation, maintenance, and training as needed. Ideal candidates hold a diploma or higher, with a college degree or technical certification preferred, and possess strong communication

Qualifications

• Diploma or equivalent required; college degree or technical certification preferred.
• Education or work experience may substitute for a degree.
• Strong written and verbal communication skills required.

Responsibilities

• Answer calls and provide technical support to customers.
• Monitor, triage, and process service requests.
• Research options, resources, and protocols for support.
• Process part orders and complete work orders.
• Maintain training with new product knowledge and procedures.
• Meet designated support metrics.
• Identify field service needs and provide timely solutions via phone/email/virtual apps.
• Update CRM/CMMS with service actions and status.

Skills

Technical support

Field service

CRM

Documentation

Education

Diploma or Equivalent

College Degree or Technical Certification

Education/work experience in lieu of degree

Job description

Job Details: Job Location: OH Wilmington Office - Wilmington, OH, Salary Range: Undisclosed, EMSAR is a nationwide leading medical device services company providing best in class asset management, preventative maintenance, corrective action, installation, and depot biomedical services.

Field Support Activities

• On-site technical field support, including maintenance & repair
• Bench repair and remanufacturing
• Installation
• Call center
• Contract manufacturing and logistics
• FDA compliance and validation
• Project Management
• Training and education

We are looking for a Product Specialist who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. The Product Support Specialist position is responsible for providing technical and product support to the field service team, end-user customers, clients, and distributors. Delivery of support is provided via verbal, written, and virtual communications. The position may also include logistical responsibility to ensure that the field service team has the correct documentation, tools and supplies to provide applicable services (maintenance, calibrations, and repairs) depending on the product lines supported.

Key Responsibilities

• Answer calls and give technical support to our customers.
• Monitoring, triaging, and processing service requests.
• Researching and investigating support options, resources, and protocols.
• Processing part orders.
• Completing and reviewing Work Orders.
• Maintain and participate in ongoing training with new product knowledge, methodology, techniques, and protocols.
• Meet designated support metrics.
• Responsible for determining field service and customer’s needs by identifying and implementing solutions in a timely manner via phone, email and/or virtual software.
• Update work status for each service action accurately and timely in CRM/CMMS. This included functions such as product disposition, parts ordering, scheduling updates, and work order status changes.

Qualifications

• School Diploma or Equivalent
• College Degree or Technical Certification preferred
• of education and/or work experience in lieu of degree.

Work Environment and Physical Demands

• periods of sitting at a computer providing phone support and documenting services.

EMSAR is an equal employment opportunity employer and considers all applicants without regard to race, color, religion, national origin, ancestry, citizenship, gender, marital status, pregnancy, age, physical or mental disability, genetic information, military service status, or any other basis protected by federal, state or local law.

This Employer participates in E-Verify, a service of DHS and SSA.