Customer Service Support Specialist Medical Devices

Job Title

This remote position supports client Imaging and MRI operations by handling customer and engineer-related inquiries and coordinating service activities. The role primarily covers 2nd shift hours (3:00 PM–12:00 AM), with some flexibility for alternate schedules (including late-night/3rd shift coverage and one weekend day).

• High School Diploma or equivalent.
• Good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
• Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences
• Ability to support complex projects and determine the critical path to improve timely performance is essential
• The candidate should be able to independently perform important areas of standard professional-level work that typically requires processing and interpreting more complex, less clearly defined issues
• Strong organizational and time management skills with exceptional attention to detail are required
• The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity
• Self-starter, self-motivated, high level of initiative, embraces an ownership culture
• Experience in medical device or healthcare
• Strong multitasking, critical thinking, and problem-solving abilities
• Ability to quickly learn new systems and processes
• Excellent communication skills
• Reliable and adaptable, especially for after-hours scheduling

• Knowledge of SAP is preferred but not required.
• Customer-facing experience is preferred.

• Answer and manage customer and engineer phone calls (non–call center environment)
• Troubleshoot system or application issues and provide basic support
• Coordinate service by transferring calls to technical support and dispatching engineers
• Assist with ordering equipment and managing notifications related to system issues
• Support transition to new software platforms and complete associated training
• Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery
• Processes incoming orders, inquiries and/or requests regarding products and/or services
• Performs order management for assigned customers, manages and files clients' information in the information system
• Supports customers remotely and onsite and provides 1st level user support in case of arising issues
• Drives complex issues and questions to the respective qualified Service Technicians or Service Engineers
• Cooperates with clients and sales representatives to clarify orders and issues
• Participates in investigating and resolving commercial and/or technical problems
• Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions

** Only those lawfully authorized to work in the designated country associated with the position will be considered.**

** Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**