Technical Service Representative II

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

Benefits offered by this job

Paid time off

Medical, Dental, Vision

401k Retirement Plan

Parental Leave and Adoption Services

Job summary

Laborie is seeking a Technical Service Representative II to lead frontline support, remotely assisting customers on maintenance and operation of Laborie products. You will troubleshoot issues via telephone, email, and remote access while coordinating with repair teams and QA to close cases.

Ideal candidates have an Associate degree or technical certificate and 2–4 years of related experience, with fluent English and strong communication skills.

Qualifications

• Excellent verbal, written, and telephone communication skills.
• Ability to analyze and solve technical problems by effectively communicating with customers.
• Ability to multitask during busy times with patience and professionalism.

Responsibilities

• Troubleshoot customer issues via phone, email, and remote access; gather information and resolve in a timely manner.
• Collaborate with repair, field technicians, Quality, and Customer Service to address and close complaints.
• Maintain technical knowledge and learn new Laborie Medical Technologies equipment.
• Adhere to SLAs to meet customer expectations.

Skills

Communication

English fluency

Customer service

Technical problem solving

Education

Associate degree or technical certificate

Tools

SAP

Job description

We believe that great healthcare is an essential safeguard of human dignity.

At Laborie, we know the work we do matters – it’s what fuels our motivation and contributes to our success. If you’re ready to make a positive impact in the lives of patients across the globe, we’d like to meet you.

We support and empower our employees to grow their careers in an environment that encourages a sense of belonging and a connection to doing good. We’re not afraid to roll up our sleeves to make our goals a reality and work together to solve for our customers. We reward and recognize our employees based on our values of Aspire to Greatness, Respect All, Own It, Working Together, Persist with Passion.

Who We’re Looking For:

As a key member of the Technical Service team, theTechnical Service Representative IIwill be on the front-line, leading a team, representing the company, and focusing on providing an excellent customer experience by remotely supporting our customers through various channels on the maintenance and operation for all products offered by Laborie.

About the Role:

• 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.

Minimum Qualifications:

• Associate's degree/certificate from a technical related field or equivalent required and 2-4 years of related experience.
• Excellent telephone, verbal, and written communication skills and the ability to analyze and solve technical problems by effectively communicating with customers.
• Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients.
• Thorough knowledge of PC operating systems, applications, technologies, and network protocols and implementations.
• Demonstrated skills in time management, planning, prioritization, and administration.
• Fluent in English (written and verbal).

Preferred Qualifications

• Experience using SAP software preferred.

Why Laborie:

Our Mission every day is to operate as a world-class specialist medical company making and advancing technologies that preserve and restore human dignity. We do that today by helping people with pelvic and gastrointestinal conditions live normal lives, and by helping mothers and babies have safe deliveries.

• Paid time off and paid volunteer time
• Medical, Dental, Vision and Flexible Spending Account
• Health Savings Account with Company Funded Contributions
• 401k Retirement Plan with Company Match
• Parental Leave and Adoption Services

Laborie provides equal employment opportunities and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any characteristic protected under applicable law. Laborie is committed to providing access and reasonable accommodation in our services, activities, education, and employment for individuals with disabilities.