Receive and respond to telephone calls and emails from end users;

Document all complaints and failures per the Masimo Quality System;

Provide first and second level technical support and training;

Initiate repair/replacement of failed and/or defective products;

Be the customer advocate for all matters involving Service;

Provide technical consulting to sales team

Follow up on Technical Bulletins for Masimo products;

Identify potential Customer training issues and propose solutions;

Convey information from the field regarding product suggestions, improvements and enhancements to Product Marketing;

Maintain a knowledge base of troubleshooting training;

Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved;

Provide technical review of all training and supporting user interface documentation;

Monitor Technical Support process and procedures. Initiate changes to optimize the process;

Be able to work with and be knowledgeable of biohazard products and procedures;

Maintain account management for service related activities;

Occasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective;

During travel, must be able to lift up to 45 pounds of tools and equipment;

Perform all other duties as assigned or required;

Qualifications:
2-3 years' experience in customer service role

Strong 'hands-on' skills, with ability to perform detail-oriented work with high degree of accuracy;

Must have flexibility in reacting to new situations and adaptability for working in a new environment;

Must be PC literate, have excellent organizational, communication, and writing skills;

Ability to travel both domestically and internationally; eligible to apply for a Passport;

Ability to work on a rotating after-hours on-call schedule;

Ability to lift 45 lbs on an occasional basis;

Fluent in Italian and English.

The annual

Technical Support Specialist

Autista Ce cqc

Macellaio

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Macellaio

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