Technical Support Specialist for Medical Devices
When you can´t breathe, nothing else matters. That’s why a career at Breas Medical matters.
Our mission is to improve the quality of life and care of respiratory patients around the world through a personal commitment to innovation, quality, and customer focus.
Purpose of the Role
The technical support specialist is responsible for level 2 technical support for all Breas products to our customers via email, phone and in person. (level 1 should be handled by Customer Service)
Responsibilities
• Maintain and develop excellent technical and application knowledge relevant to Breas’ full line of respiratory products
• Provide technical and application support to internal and external customers, on Vivo Ventilators, Z1 and Z2 CPAP devices, and connectivity software applications such as EveryWare, Nitelog and other future products/applications
• Manage incoming calls and emails regarding product problems and service questions.
• Appropriately escalate issues to appropriate departments (technical, service, clinical)
• Work cross functionally with Global and Local Service departments, Engineering and Product Management.
• Keep detailed and organized record of customer interaction in Jira or other Issue Management Software
• Support Sales Team by answering technical support questions
• Handle and coordinate Complaint, RMA/Repair and Preventative Maintenance tickets
• Enter Repair and Service orders in JDE.
• Multitask all of the above throughout varying days and weeks for expeditious response times
• Complete projects, attend meetings, and collaborate as necessary
Minimum Key Requirements
• A Bachelor’s Degree is preferred but not required. In addition, the technical support specialist should possess the following skills:
• 3-5 years experience as a technical support or technical customer service person focusing on medical device while interfacing with customers in a hospital or homecare setting.
• Experience with complaint handling and document management systems
• Experience in MRP systems such as JD Edwards.
• Experience working with CRM tools.
• Excellent communication skills, both written and verbal
• The ability to work in a fast-paced environment
• Ability to prioritize and address issues
• Self-motivated, diligent, highly organized, and team oriented
• Strong analytic aptitude and problem-solving skills
• Experience in working with multiple facets of an organization (Service, Engineering, Operations)
• The ability to maintain calm under pressure. Ability to defuse an “angry/frustrated” customer and disengage when appropriate
• Strong technical skills
• Ability to research the answers to questions using the device Instructions for Use.
• Ability to work under minimum supervision with a high degree of organizational and technical competence.
• Ability to travel as needed (5% of time max.) to customer’s locations to train, do FW upgrades and help trouble shoot issues.
• A deep understanding of business, products, and customers’ needs
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
More about us:
Breas Medical is a global company headquartered in Sweden, with over 30 years of expertise in ventilation, airway clearance and sleep solutions. We are passionate experts dedicated to respiratory care, with unwavering focus on the patient and the caregiver, delivering high quality and reliable products. We respond to your changing needs with agility, and while growing globally, we take customer care personally. Our solutions cover a broad range of devices, consumables, service solutions, educational & training programs, and comprehensive connectivity capabilities to improve the quality of life of patients, from hospital to home.
Breas Medical employs over 300 people globally. Our solutions reach 50 counties around the world, and we manufacture our product in four countries, China, UK, Sweden, and the US.
Find out more about Breas:
educationbybreas.com
breas.com
or check out our channel on Twitter, LinkedIn, or Facebook.
