Service Support Specialist II (Biomedical/Medical Device)

Infosoft, Inc.; United States; Remote; Full time

Job summary

A leading company in the medical device sector is seeking a Service Support Specialist II. This role involves managing customer communications, deploying field resources, and ensuring effective service delivery in a dynamic environment. Candidates should possess a bachelor's degree, relevant customer care experience, and strong critical thinking skills. The position starts with 6 weeks of onsite training in Cary, NC, transitioning to remote work. A pay range of $30 to $33.65 per hour is offered, depending on experience.

Qualifications

• A Bachelor’s degree or equivalent experience.
• A couple of years of customer care experience, not looking for a call center background.
• Strong communication skills, verbal and written, necessary to communicate effectively.

Responsibilities

• Own the end-to-end planning for allocating and deploying field resources.
• Navigate complex discussions with customers regarding scheduling appointments.
• Manage capacity planning to meet cyclical demand.

Skills

Customer care experience

Critical thinking

Active listening

Communication

Empathy

Proficiency in Excel

Reliable Internet capabilities

Multi-tasking

Education

Bachelor’s degree or equivalent experience

Tools

SAP

Magellan Genesys phone system

Job description

Service Support Specialist II (Biomedical/Medical Device)

2 days ago Be among the first 25 applicants

This range is provided by Infosoft, Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$30.00/hr - $33.65/hr

Job Title: Service Support Specialist II (Biomedical/Medical Device)

Pay Rate: $30 to $33.65/Hr

Duration: 12 months

Location: Remote (Initially 6 Weeks Onsite in Cary, NC for training)

Work Schedule: 2nd Shift: 3 PM - 12 AM (Weekends included - Saturday and/or Sunday - 2 Weekdays off)

This position is for the Healthcare Diagnostics division.

We are looking for a Customer Care Coordinator (2nd Shift). The first 6 weeks will be onsite training with shadowing, and thereafter it will be a remote position. Training-related travel expenses will be paid.

• You own the E2E planning for allocating and deploying field resources in a highly dynamic environment.
• You apply critical thinking skills to consistently deliver customer commitments while optimizing the utilization of field resources.
• You own customer communications E2E for all service events.
• You navigate complex discussions with customers when scheduling appointments.
• You manage and apply prioritization logic that aligns with customer commitments.
• You own the deployment of field resources, are the decision maker, coordinate with field management, and display strong influencing and collaborative skills.
• You manage capacity planning to meet cyclical demand, ensuring delivery of customer commitments.
• You utilize problem-solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Requirements:

• A Bachelor’s degree or equivalent experience.
• A couple of years of customer care experience. (Not looking for a Call center background)
• Proficiency in Excel, SAP, and Magellan Genesys phone system
• Good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
• Critical thinking, Active listening, Communication, clear and proficient in English, Empathy, and understanding of customer needs
• Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences
• Self-starter, self-motivated, high level of initiative, and embraces an ownership culture
• Experience in a medical device or healthcare environment preferred
• Reliable Internet capabilities are required
• 15% Travel annually for continuous training & education
• Support with service engineers and strategic partners
• Multi-tasking required

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Medical Equipment Manufacturing

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