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Technical Support Specialist

• Posted 30+ days ago • Updated 4 hours ago

Full Time

Fitment

Dice Job Match Score™

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Job Details

Skills

Technical Support
Customer Satisfaction
Quality Assurance
Sales
Medical Devices
Professional Services
Communication
Presentations
Workflow
Customer Service
Management
Database
Training

Summary

The Technical Support Specialist coordinates activities to provide customers with information and technical support to successfully resolve their issues. Delivers onsite and web-based training on company products for nuclear medicine customers and provides phone and email support between training engagements. Requires travel with up to 75% travel to customer sites.

Responsibilities:

Plans, schedules, and delivers onsite and web-based training sessions for new and existing customers on company products, features, and clinical workflows.
Provides phone and email support to customers when not engaged in scheduled training, focusing on customer satisfaction, quality, and efficiency to resolve customer issues.
Coordinates technical liaison services between management, production department, sales department, and customers regarding company products.
Facilitates technical liaison services to inform customers of new types, specifications, and end uses of products.
Administers the installation of company products with customer in a timely fashion.
Directs investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
Records, analyzes, and informs concerned personnel of production quality assurance, and sales departments of status and disposition of customer complaints and claims.
Enters cases in the data system to track customer complaints to include the timeline and the completion of customer repairs and warranty repairs.
Notifies customer of expiring products before they reach the end of service life and coordinates with sales to provide quotes for replacement products.

Requirements:

Bachelor's degree in a related field, or equivalent experience, with at least three years in a medical device company; a background in the nuclear medicine industry is preferred. In lieu of a degree, a minimum of 3 years of experience as a product trainer or in a professional services role will be considered.
Must possess excellent written and verbal communication and presentation skills, with the ability to deliver engaging onsite and web-based training.
Ability to read and interpret documents (safety rules, operating and maintenance instructions, procedure manuals, etc.) necessary.
Familiarity with nuclear medicine workflows and equipment, including clinical applications and industry terminology.
Strong customer service skills required.
Must be professional with a pleasant demeanor and the ability to stay calm under pressure to manage difficult or emotional customer situations.
Responds promptly to customer needs and requests for service/assistance.
Strives to continuously build product knowledge and skills.
Proficient in MS Office with working knowledge of database software.
75% travel to deliver onsite training and complete installations.
Will occasionally lift and/or move up to 25 pounds.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: RTL805229
Position Id: 863937c7e6d9230e8019ddd754579b4b
Posted 30+ days ago

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