Remote Technical Service Lead II

Laborie; Portsmouth (NH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Medical, Dental, Vision

HSA with company contributions

401k with company match

Parental Leave

Job summary

Laborie is seeking a Technical Service Representative II to join our team in delivering exceptional customer service. You will remotely support customers on maintenance and operation of all Laborie products, troubleshoot issues via phone, email, and remote access, and collaborate with repair, QA, and customer service to resolve requests.

The role requires an Associate’s degree or technical certificate with 2–4 years of related experience, strong English communication, and the ability to

Qualifications

• Associate's degree/certificate in a technical field and 2–4 years of related experience.
• Excellent telephone, verbal, and written communication; ability to analyze and solve technical problems.
• Ability to multitask during busy times with patience and professionalism.
• Thorough knowledge of PC operating systems, applications, technologies, and network protocols.
• Fluent in English (written and verbal).

Responsibilities

• Troubleshoot customer issues via telephone, e-mail, and remote internet access by gathering the customer’s information, determining the customer’s issue, and attempting to resolve in a timely manner.
• Work with other technical support team members in repair department and field technicians to service the customer’s needs and work in collaboration with other departments such as Quality and Customer Service to properly address and close customer complaints.
• Maintain technical knowledge and learn new products as required and test new Laborie Medical Technologies equipment.
• Maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
• Maintain and record issues in a clear and concise manner using the Technical Support Center tools and ERP systems (SAP) following our Quality Management system (QMS) procedures.
• Analyze initial customer issues and provide answers by identifying problems; sourcing answers; guiding client through corrective steps. Analyze and/or isolate the root cause of issues.
• Assisting Technical Service Representative - Level I team members in solving basic technical problems and investigating escalated issues by seeking for solutions related to these more complex issues. Escalate problems to Senior Technical Service Representative and Team Lead when required.

Skills

Excellent communication

Multitasking

Problem solving

English fluency

Education

Technical degree/certificate

Tools

SAP

Job description

Laborie is seeking a Technical Service Representative II to join our team in delivering exceptional customer service. You will remotely support customers on maintenance and operation of all Laborie products, troubleshoot issues via phone, email, and remote access, and collaborate with repair, QA, and customer service to resolve requests.

The role requires an Associate’s degree or technical certificate with 2–4 years of related experience, strong English communication, and the ability to