Team Horizon currently has an exciting opening for a Product Support
Specialist to work on our client?s manufacturing facility.
This role is key to the business, providing Level 1/2 technical phone
support for our end Customers. Assisting in data collection and
assessing Lost Cycles and replacements. Enabling our client to provide
our customers with a Best-in-Class Service Support model.
Why you should apply:
?
* Our client has developed a stand-out culture of innovation,
inclusion, and development, and consistently features as a great place
to work.
?
* The role is generously compensated and attracts a competitive base
salary and highly attractive benefits package.
?
* Excellent career progression opportunities.
What you will be doing:
?
* Provide first and second tier product/technical support via phone,
email, and online web tools for customers.
?
* Provide support for onsite visits.
?
* Provide first tier Clinical support via phone, email, online web
tools.
?
* Facilitate log retrievals from customer systems, assist with log
processing.
?
* Analyse Lost cycle requests ? process replacement orders.
?
* Third Party Service and Distributor Support:
Work with and support 3rd party service providers and distributors who
perform service and support in their territories.
?
* Assist with L1 training for new Customer Support team members.
?
* Coordinate product replacement logistics and in-field repair
scheduling with Service Co-ordinator ensuring system records kept up
to date.
?
* Collaborate with Customer Service and the customer in the process of
quoting and invoicing customers who do not have warranty.
?
* Interface with other departments as needed: QA, Customer Support,
Service, Shipping, Clinical, Practice Development, Sales, etc.
?
* Document all support activities utilizing CRM (Customer Relationship
Management), ERP (Enterprise Resource Planning) and QMS (Quality
Management System) applications in accordance with requirements and
maintain system configuration and warranty coverage information within
those systems.
?
* Track and file changes to equipment/warranty details in ERP system.
?
* Partner with Field Service Support and Sales Teams to manage
software and hardware product rollouts.
?
* Proactively look to improve the coordination of service & support
activities.
?
* Perform other related duties as assigned. CONTACTS EXTERNAL Customer
contact / Distributor contact / Logistics solutions providers INTERNAL
In-country: ASM/PDM?s Shared service teams:
Distribution /Warehouse/Supply Chain, SAP teams
What you need to apply:
?
* **Apply on the website** years related experience required.
?
* Experience in Problem Solving and decision-making methodologies
desired.
?
* Previous customer support and technical troubleshooting experience
for a medical device company desired.
?
* Excellent interpersonal skills; well organized, detail oriented;
strong oral and written communication skills Product Support Specialist ? Team Horizon
Team Horizon currently has an exciting opening for a Product Support
Specialist to work on our client?s manufacturing facility.
This role is key to the business, providing Level 1/2 technical phone
support for our end Customers. Assisting in data collection and
assessing Lost Cycles and replacements. Enabling our client to provide
our customers with a Best-in-Class Service Support model.
Why you should apply:
?
* Our client has developed a stand-out culture of innovation,
inclusion, and development, and consistently features as a great place
to work.
?
* The role is generously compensated and attracts a competitive base
salary and highly attractive benefits package.
?
* Excellent career progression opportunities.
What you will be doing:
?
* Provide first and second tier product/technical support via phone,
email, and online web tools for customers.
?
* Provide support for onsite visits.
?
* Provide first tier Clinical support via phone, email, online web
tools.
?
* Facilitate log retrievals from customer systems, assist with log
processing.
?
* Analyse Lost cycle requests ? process replacement orders.
?
* Third Party Service and Distributor Support:
Work with and support 3rd party service providers and distributors who
perform service and support in their territories.
?
* Assist with L1 training for new Customer Support team members.
?
* Coordinate product replacement logistics and in-field repair
scheduling with Service Co-ordinator ensuring system records kept up
to date.
?
* Collaborate with Customer Service and the customer in the process of
quoting and invoicing customers who do not have warranty.
?
* Interface with other departments as needed: QA, Customer Support,
Service, Shipping, Clinical, Practice Development, Sales, etc.
?
* Document all support activities utilizing CRM (Customer Relationship
Management), ERP (Enterprise Resource Planning) and QMS (Quality
Management System) applications in accordance with requirements and
maintain system configuration and warranty coverage information within
those systems.
?
* Track and file changes to equipment/warranty details in ERP system.
?
* Partner with Field Service Support and Sales Teams to manage
software and hardware product rollouts.
?
* Proactively look to improve the coordination of service & support
activities.
?
* Perform other related duties as assigned. CONTACTS EXTERNAL Customer
contact / Distributor contact / Logistics solutions providers INTERNAL
In-country: ASM/PDM?s Shared service teams:
Distribution /Warehouse/Supply Chain, SAP teams
What you need to apply:
?
* **Apply on the website** years related experience required.
?
* Experience in Problem Solving and decision-making methodologies
desired.
?
* Previous customer support and technical troubleshooting experience
for a medical device company desired.
?
* Excellent interpersonal skills; well organized, detail oriented;
strong oral and written communication skills
We need : English (Good)
Type: Permanent
Payment:
Category: Others
