Technical Support Specialist

pulliReceive and respond to telephone calls and emails from end users; /liliDocument all complaints and failures per the Masimo Quality System; /liliProvide first and second level technical support and training; /liliInitiate repair/replacement of failed and/or defective products; /liliBe the customer advocate for all matters involving Service; /liliProvide technical consulting to sales team /liliFollow up on Technical Bulletins for Masimo products; /liliIdentify potential Customer training issues and propose solutions; /liliConvey information from the field regarding product suggestions, improvements and enhancements to Product Marketing; /liliMaintain a knowledge base of troubleshooting training; /liliFollow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved; /liliProvide technical review of all training and supporting user interface documentation; /liliMonitor Technical Support process and procedures. Initiate changes to optimize the process; /liliBe able to work with and be knowledgeable of biohazard products and procedures; /liliMaintain account management for service related activities; /liliOccasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective; /liliDuring travel, must be able to lift up to 45 pounds of tools and equipment; /liliPerform all other duties as assigned or required; /li /ulResponsibilities JOB DESCRIPTION br/br/ ulliReceive and respond to telephone calls and emails from end users; /liliDocument all complaints and failures per the Masimo Quality System; /liliProvide first and second level technical support and training; /liliInitiate repair/replacement of failed and/or defective products; /liliBe the customer advocate for all matters involving Service; /liliProvide technical consulting to sales team /liliFollow up on Technical Bulletins for Masimo products; /liliIdentify potential Customer training issues and propose solutions; /liliConvey information from the field regarding product suggestions, improvements and enhancements to Product Marketing; /liliMaintain a knowledge base of troubleshooting training; /liliFollow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved; /liliProvide technical review of all training and supporting user interface documentation; /liliMonitor Technical Support process and procedures. Initiate changes to optimize the process; /liliBe able to work with and be knowledgeable of biohazard products and procedures; /liliMaintain account management for service related activities; /liliOccasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective; /liliDuring travel, must be able to lift up to 45 pounds of tools and equipment; /liliPerform all other duties as assigned or required; /li /ulQualificationsbr/br/ulli2-3 years’ experience in customer service role /liliStrong ‘hands-on’ skills, with ability to perform detail-oriented work with high degree of accuracy; /liliMust have flexibility in reacting to new situations and adaptability for working in a new environment; /liliMust be PC literate, have excellent organizational, communication, and writing skills; /liliAbility to travel both domestically and internationally; eligible to apply for a Passport; /liliAbility to work on a rotating after-hours on-call schedule; /liliAbility to lift 45 lbs on an occasional basis; /liliFluent in Italian and English. /li /ulThe annual salary range for this role is 28,000 – 36,000 Euro . This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. This job is also eligible for bonus/incentive pay. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. Are you looking for uncommon opportunities with an extraordinary company? We are looking for people who can, do and will make a difference. Are you interested to hear more about this position? Please send your full application through our website. To learn more about us, please visit: /p #J-18808-Ljbffr