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Product Technical Service Representative II

Laborie Medical Technologies CorpPortsmouth, New Hampshire
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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 Service Department, the Technical Service Representative II will be on the front-line representing the company and focus on providing an excellent customer experience by supporting our customers through various channels on technical issues for all products offered by Laborie. When required, the representative will be assisting the team with Return Merchandise authorizations and replacement orders as well as following up with customers to make sure that they are satisfied with the replacement parts. 
 
Location: Portsmouth, NH (Hybrid) 
  • This is an hourly non-exempt role. Pay rate is $25-27/hour, depending on skillset and experience.
About the Role:       
  • Serve as the primary representative in the Tier 1 queue, promptly answering customer calls and addressing inquiries in a timely manner.
  • Troubleshoot customer issues via telephone, email, and remote access by gathering information, identifying the problem, and working to resolve it efficiently.
  • 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.
  • Create Return Merchandise Authorizations and replacement orders through the Laborie ERP (SAP) system when required
  • Follow-up with customers to make sure their replacement materials are working, and customer is satisfied.
  • Work with other technical support team members, the repair department and field technicians to service the customer’s needs.
  • Maintain technical knowledge and learn new products as required and maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
  • Multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients; Escalate problems following the escalation process as required.
  • Complete all training requirements on time and document according to our Quality Management System (QMS).
Minimum Qualifications: 
  • Minimum of 2 years of technical support experience, with excellent telephone, verbal, and written communication skills; fluent in English (written and verbal).
  • Strong knowledge of PC operating systems, applications, and general technologies.
  • Solid understanding of pumps, pressures, and scales, along with hands-on experience in mechanical and hardware inspections and troubleshooting.
  • Proven ability to analyze and resolve complex technical problems while effectively communicating with customers.
  • Demonstrated strengths in time management, planning, prioritization, and administration.
  • Strong ability to collaborate effectively within and across teams.
Preferred Qualifications: 
  • Experience troubleshooting Bluetooth-enabled devices and printers.
  • Experience working with SAP or other ERP systems.
  • Bilingual in French or Spanish.
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.