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Customer Service Representative

  • Location: Orlando, Orange, Florida
  • Job Type:Contract

Posted 7 days ago

  • Sector: Professional
  • Contact: John De Los Reyes
  • Contact Email:
  • Contact Phone: (732) 353-4217
  • Start Date: 05/10/2021
  • Job Ref: 21-07154
Position Summary
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Client brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

The Associate, Technical Product Support documents complaints and inquiries on product distributed by Clientin North and South America. The role provides first Level trouble shooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues. While maintaining compliance to medical device and diagnostics post-market surveillance regulations in all activities.
Duties and Responsibilities
Receive inbound Customer calls and email communications and address in a professional and friendly manner
Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to support resolution
Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
Communicate complaint investigation conclusions to customers through written reports and phone conversations
Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the Technical Support team
Execute applicable Quality System processes
Maintain ability to comply with business continuity plan (i.e. Work remotely)
Other duties as assigned
Key Position Competencies
Functional/Technical Skills
Problem Solving
Written Communications
Customer Focus
Interpersonal Savvy
Dealing with Ambiguity
Minimum Qualifications
Must be able to work 1st Shift or 2nd Shift (Department hours 7am to 8pm)
Must demonstrate the application of advanced problem-solving methodologies, is detail-oriented, a critical-thinker, and experienced at investigating and resolving complex issues
Must demonstrate an advanced understanding of the principles of good Technical writing
Must be computer literate; proficient in MS Word, PowerPoint, Excel, and Outlook
Must have strong written and verbal communication skills
Must be able to take ownership, organize workload and change priorities quickly
Must assume responsibility and accountability for daily tasks and highlight any risks to Supervisor
Education & Experience
Minimum 1-year experience required working in a medical/clinical environment or in customer facing support role in an associated industry and being capable of providing excellent customer experience with challenging technical complaints
AA/AS degree required in a relevant discipline i.e. Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering or science discipline