Technical Support Representative

Masimo Corporation; Mitchells Plain; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the medical technology field is seeking a Technical Support Representative to manage customer interactions and feedback processes. This role involves documenting customer complaints, coordinating repairs and replacements, and ensuring timely resolution of issues. Ideal candidates will have experience in customer support, a strong results orientation, and the ability to adapt in a dynamic environment.

Qualifications

• Minimum 1 year related experience in call center/customer support.
• Must be PC literate and able to use various MS Office applications.
• Ability to communicate effectively in English.

Responsibilities

• Document all customer complaints and service requests.
• Create and issue RMAs to customers and manage orders.
• Coordinate with internal teams to resolve customer issues.

Skills

Customer support

Documentation

Troubleshooting

Communication

Teamwork

Education

Administrative degree or technical experience

Tools

Salesforce.com

ERP systems

MS Office

Job description

Job Summary

The Technical Support Representative is responsible for the call intake portion of Masimo's Customer feedback and Returned Material Approval (RMA) process. Call intake includes detailed documentation of all aspects of the customer interaction and solution. Additional duties include follow-up for repair & replacement requests, confirmation of repair fees and logistics activities. Customers supported include internal and external customers (biomedical and other hospital personnel).

Duties & Responsibilities

• Promptly document all customer complaints, service requests & other customer feedback per Masimo Quality System.


• Enter all feedback and requests into reporting systems (Salesforce.com)


• Create and Issue RMAs to customers and create Orders in ERP system for replacement product.


• Follow-up on repair/replacement orders and customer shipments of reported material.


• Coordinate with internal teams to ensure customer issues are resolved in a timely manner.


• Maintain a comprehensive understanding of Masimo's product line and RMA processes to effectively assist customers.


• Troubleshoot basic device and software-related issues.


• Escalate unresolved issues to Level 2 & 3 support.


• Perform all other duties as assigned or required.

Minimum Qualifications

• Minimum 1 year related experience in a call center/customer support/medical industry.


• Must be a self-starter, a "hands-on" individual who enjoys challenge and dedicated to getting the job done with minimal support and direction.


• Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done.


• Must have flexibility in reacting to new situations and adaptability for working in a new environment.


• Team player and able to 'change gears' to accomplish goals.


• Must be PC literate, able to effectively use various MS Office applications.


• Must be able to communicate (reading, writing & speaking) in English.

Preferred Qualifications

• Experience with general use of Customer Relationship Management applications (Salesforce.com)


• Experience with general use of ERP system and Ordering Systems.


• Call center experience with a global service provider of manufactured products.


• Ability to speak Spanish, French, and/or Portuguese is a plus.

Education

Administrative degree or technical experience.

Compensation

The anticipated Hourly Rate range for this position is $28-$33 Per Hour plus benefits. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience.

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Some travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver's license is required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.