Tech Svc Spec

About Company

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

Job Summary

The Technical Services Specialist supports Mizuho OSI Customers, International Distributors, Field Service Engineers (FSE), and Account Managers (AM) to resolve technical questions and issues as well as provide technical product support globally. In addition, this position heavily interfaces with the external medical and engineering community (BioMeds, Repair Technicians at hospitals) as well.

The Technical Services Specialist performs the full range of technical service duties including but not limited to answering the phones and emails while leveraging the ERP/CRM (SAP, SFDC, and FSL Lightning) to provide support, order and ship service parts required for repairs, and dispatch Field Service Engineers on service calls. The work includes organizing complex logistics and troubleshooting complex technical challenges.

We are looking for you if you have the ability to:

• Problem-solve using analytical skills
• Diagnose hardware and software issues
• Handle customer technical support cases through phone and email submissions
• Explain technical information clearly
• Multi lingual – English is a must

Responsibilities:

• Act as primary contact Technician for Mizuho OSI customers, International Distributors, Account Managers, Field Service Engineers to resolve technical problems and provide technical product support over the phone and via email.
• Serve as the key liaison and technical representative to service providers, hospital operating room supervisors, nurses, doctors, purchasing, biomedical technicians and technical field service representatives.
• Interact with other entities across the organization; ensuring cross functional communication and workflow is positive, interactive, efficient and effective.
• Coordinate and administer the flow of technical services for each service call and follow-up to ensure resolution.
• Develop plans to resolve technical and Mizuho OSI’s operational challenges at the customer’s site and/or procure material for part orders, repair orders, and field-dispatched repairs. May also coordinate return of equipment for on-site repair, if applicable.
• Facilitate troubleshooting options over the phone to determine the root cause and corrective action in order to repair the problem.
• Provide frequent and timely information to team members.
• Share knowledge and instruct other members of the department and the company, by passing along skills and information to assist then in their development.
• Understand, follow and support Mizuho OSI’s internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

Qualifications & Requirements:

• Experience and education – as outlined below, per job level.

What you will need to be successful in this role:

Technical Aptitude:

• Ability to read blueprints and technical drawings commonly developed in AutoCAD or other similar drawing programs that present mechanical, electrical, electronic, and technical information.
• Ability to use computer applications such as Word, Outlook, and ERP/CRM software (i.e. SAP/SFDC/Field Service Lightning).
• Ability to read schematics and technical material to assist the field in troubleshooting issues.
• Ability to use testing equipment such as: multi-meter, oscilloscope, torque wrench, etc.
• Ability to assist in documenting and/or up-dating controlled SOPS / Service Procedures

Communication and Interpersonal Skills:

• Ability to clearly express oneself verbally in the English language (additional languages also preferred). Ability to communicate effectively and in a courteous and professional manner. Ability to effectively communicate to troubleshoot problems over the phone and determine the root cause and corrective action is essential.
• Excellent diplomacy and negotiation skills in order to calm distressed customers and manage technical and business situations at Mizuho OSI; ability to build rapport to create successful relationships despite challenging situations.

Problem Solving Skills:

• Ability to quickly problem-solve and find solutions to problems as they arise with client contacts, logistics, procurement, and/or products within the framework of Mizuho OSI business practices.

Organization Skills:

• Ability to follow-up, take ownership of tasks, be enthusiastic and diligent to see tasks effectively communicated and completed.

• Understanding of quality systems and continuous improvement concepts.
• Able to demonstrate an understanding, and the regular use of a time management process, which systematically structures one’s own work to provide for effective task performance and to plan and prioritize items to meet future demands.

What you need to be prepared for:

• Duties are performed while sitting at a desk for long periods of time troubleshooting over the phone, responding to emails, and potential hands on work in Depot Repair and/or Factory. Required duties include operating a computer, reading, writing and using a telephone. Walking or standing within the office area may be required for the operation of office equipment and for attending meetings. Bending, stooping and kneeling occasionally may be required. The employee may be required to lift 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE: This job description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Employees will be required to follow any other job-related instructions and to perform any other job-related duties/functions requested by their supervisor.

Annual Salary: $31.21 - $44.58 plus bonus