Customer Support Specialist - Bracco Medical Technologies

Position: Customer Support Specialist I - Bracco Medical Technologies
We care as much about our employees as we do our patients. Our culture fosters a work environment where employees can thrive, be passionate and have fun along the way.  Each member of the Bracco Medical Technologies team has the power to make a difference......every day!
** Compensation & Total Rewards:
** Estimated Starting Hourly Rate Range: $26 - $29 hourly
* Estimated Starting Hourly Rate Range is reflective of the range Bracco Medical Technologies reasonably expects to pay for the position. The range provided is based on salary and market data specific to the position.
*** Total Rewards:**
* ** Paid Time Off, Company Holidays & Paid Family Leave** – We provide PTO and Company Holidays to help you recharge, relax and do what’s important to you, when it’s important to you. Our 100% paid family leave options for parents, grandparents and eligible family members provide support for growing families as well.
* ** Achieve** – Beyond competitive compensation, we offer options to help you plan for a financially secure future, including an annual incentive plan and 401k savings plan contributions.
* ** Live well** – We offer comprehensive benefit options to help protect you along the way, including medical, dental, vision, and life insurance, employer HSA contributions, employee assistance program, short-term disability, etc.
* ** Evolve** – Through structured on-the-job learning, workshops, seminars, and our tuition reimbursement program, you’ll find many opportunities to grow, personally and professionally.
* ** Choose** – You won’t find “stuffy” here—whether your position requires a hybrid or in-the-office working arrangement. That means business casual for your attire and flexibility in your schedule, wherever possible.

Bracco Medical Technologies is an Affirmative Action/Equal Opportunity Employer. Bracco Medical Technologies desires priority referrals of protected veterans for all openings.

The
** Customer Support Specialist I
** is a key contact in the Customer Support/Technical Services department for domestic and international customer requests for after sales support and technical assistance, service and repair pertaining to the use and failure resolution of ACIST and Bracco injectors (and associated products) installed within our customer base.  This position routinely interacts with Customers (Cardiac Cath Lab, CT, MR Lab staff and Biomedical Engineers), Sales, Field and In House Repair and Training Technicians, Quality Complaints, Accounts Receivable, and Service Center Administrators.

This job works very closely with all Technical Services personnel during customer interactions for problem solving and technical support. This role exists within an urgent, time sensitive environment with a primary focus on customer care and satisfaction. This position is subject to ISO / FDA / GMP regulations.
** Primary

Duties & Responsibilities:

*** Customer Support phone coverage during business hours
* Troubleshoot field reported problems; resolve and follow-up accordingly
* Case management – follow up on open cases to ensure products are returned for timely investigation. Manage open cases to ensure that service is completed in a timely manner. Work with customers to resolve discrepancies that may delay service or quality investigation
* Follow procedure for reports involving patient death or serious injury (MDR/Adverse Events), repeated problems with equipment as well as disposable kits
* Create, update and maintain Problem Reports (PRs) in the service/complaint handling database for each field reported problem
* Update/close field service/PM PRs upon field completion
* Route difficult or urgent technical requests to the designated service/engineering support personnel for expedient resolution
* Dispatch field service personnel to perform field repairs on-site; obtain and ship required parts accordingly
* Work with the service technicians as needed to obtain repair details and status for equipment returned for repair and/or upgrade
* Arrange for the shipment/return of loaner equipment and customer product associated with in house repairs; utilize the service/complaint handling database for product and loaner…