Technical Support Specialist for Medical Devices

Purpose of the role

The technical support specialist is responsible for level 2 technical support for all Breas products to our customers via email, phone and in person.

level 1 should be handled by Customer Service)

• Responsibilities
• Maintain and develop excellent technical and application knowledge relevant to Breas’ full line of respiratory products
• Provide technical and application support to internal and external customers, on Vivo Ventilators, Z1 and Z2 CPAP devices, and connectivity software applications such as EveryWare, Nitelog and other future products / applications
• Manage incoming calls and emails regarding product problems and service questions.
• Appropriately escalate issues to appropriate departments (technical, service, clinical) Work cross functionally with Global and Local Service departments, Engineering and Product Management.
• Keep detailed and organized record of customer interaction in Jira or other Issue Management Software
• Support Sales Team by answering technical support questions
• Handle and coordinate Complaint, RMA / Repair and Preventative Maintenance tickets
• Enter Repair and Service orders in JDE.
• Multitask all of the above throughout varying days and weeks for expeditious response times
• Complete projects, attend meetings, and collaborate as necessary

Minimum Key Requirements

• A Bachelor’s Degree is preferred but not required. In addition, the technical support specialist should possess the following skills :
• 3-5 years experience as a technical support or technical customer service person for a technical products or med-tech company.
• Experience with complaint handling and document management systems
• Experience in MRP systems such as JD Edwards.
• Experience working with CRM tools.
• Excellent communication skills, both written and verbal
• The ability to work in a fast-paced environment
• Ability to prioritize and address issues
• Self-motivated, diligent, highly organized, and team oriented
• Strong analytic aptitude and problem-solving skills
• Experience in working with multiple facets of an organization (Service, Engineering, Operations)
• The ability to maintain calm under pressure. Ability to defuse an angry / frustrated customer and disengage when appropriate
• Strong technical skills
• Ability to research the answers to questions using the device Instructions for Use.
• Ability to work under minimum supervision with a high degree of organizational and technical competence.
• Ability to travel as needed (5% of time max.) to customer’s locations to train, do FW upgrades and help trouble shoot issues.
• A deep understanding of business, products, and customers’ needs
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
7 days ago