Reporting to the Director, Global Services, responsible for managing and documenting activities related to technical support of all Medica products for distributors and/or end users.
Responsibilities
Supporting customers via phone and email to ensure customer satisfaction through timely and efficient delivery of technical support
Documentation of customer inquiries and complaints in the quality system software
Participate in service training of Medica’s distribution network
Work cross-functionally to provide meaningful field intelligence to product managers and product support teams as part of a continuous improvement program
Maintenance of the Technical Services lab troubleshooting and training area
Participate in on-call coverage as needed
Travel 10%
Additional duties or projects within the scope of the department may also be assigned
Minimum Requirements/Qualifications:
BS degree in Life Sciences, Biomedical, Engineering or related degree or equivalent years of experience in the medical device industry, life sciences, engineering or related field
1-3 years experience in troubleshooting to diagnose and resolve problems on sophisticated electronic, mechanical, and/or fluidic systems
1-3 years experience in direct customer support
Proficient in Microsoft Office products (Word, Excel, PowerPoint, etc.)
Ability to work independently and as a collaborative member of a team
Good written and verbal communication skills
Preferred but not required
1-3 years experience in the medical device industry
1-3 years laboratory experience with direct management of QC, proficiency testing and correlation studies
Hands-on electrical/engineering experience with laboratory analyzers
Employment type
Full-time
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