What are the responsibilities and job description for the Technical Service Representative II position at Laborie Medical Technologies Corp?
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 Technical Service team, the Technical Service Representative II will be on the front line, representing the company while providing an exceptional customer experience. This role will focus on remotely supporting our customers across various channels, assisting with the maintenance and operation of all products offered by Laborie.
Location: Portsmouth, NH (Hybrid) – Open to candidates in California or Denver, Colorado
About the Role:
- Troubleshoot customer issues via telephone, e-mail, and remote internet access by gathering the customer’s information, determining the customer’s issue, and attempting to resolve in a timely manner.
- Work with other technical support team members in repair department and field technicians to service the customer’s needs and work in collaboration with other departments such as Quality and Customer Service to properly address and close customer complaints.
- Maintain technical knowledge and learn new products as required and test new Laborie Medical Technologies equipment.
- Maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
- 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.
- Analyze initial customer issues and provide answers by identifying problems; sourcing answers; guiding client through corrective steps. Analyze and/or isolate the root cause of issues.
- Assisting Technical Service Representative - Level I team members in solving basic technical problems and investigating escalated issues by seeking for solutions related to these more complex issues. Escalate problems to Senior Technical Service Representative and Team Lead when required.
Minimum Qualifications:
- Associate's degree/certificate from a technical related field or equivalent required and 2-4 years of related experience.
- Excellent telephone, verbal, and written communication skills and the ability to analyze and solve technical problems by effectively communicating with customers.
- Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients.
- Thorough knowledge of PC operating systems, applications, technologies, and network protocols and implementations.
- Demonstrated skills in time management, planning, prioritization, and administration.
- Fluent in English (written and verbal).
Preferred Qualifications
Experience using SAP software preferred.
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.
