Technical Service Engineer - English
Our client is a well-known medical device company operating in the design, manufacture, worldwide sales, and marketing of innovative noninvasive monitoring solutions. The key to its success is a modern competitive product and motivated workforce that offers innovative solutions to enhance patient outcomes and minimize the cost of care. At the moment they are looking for a Technical Service Engineer (m/f/d) who would be responsible among other things for providing technical support and services, managing customer relationships and service quality, transitioning and onboarding new customers and solutions, as well as leading technical investigations.
What will be your key responsibilities:
- Providing field and remote support for products, solutions, and technology including OEM devices
- Receiving and responding to telephone calls and emails from end-users
- Reporting customer complaints, and troubleshooting system problems
- Coordinating with vendors or hospital staff (nursing, doctors maintenance, IT, and biomedical) on the support of all component items including such items as cables, routers, access points, bridges, and switches
- Initiating repair/replacement of failed and/or defective products
- Performing repairs on customer-returned products
- Performing periodic Functional Verification, upgrades, and unscheduled service calls as needed
- Providing technical support to Sales Representative during pre-sales activities
- Assisting customers in the proper use of products, solutions, and technology
- Identifying potential Customer training issues and proposing solutions
- Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved
- Convey information from the field regarding product suggestions, improvements, and enhancements to Product Marketing
- Implementing service sales strategies
- Monitoring technical support processes and procedures. Initiate changes to optimize the process
- Be able to work with and be knowledgeable of biohazard products and procedures
- Managing and triage escalations for key customers to ensure proper and timely resolution
- Identifying improvement opportunities in services product quality and performance
- Performs other duties or special projects as requested
What experience should you have:
- Excellent verbal and written communication skills in English (C1), fluency in any other language is a plus
- A Bachelor of Science in engineering or biomedical degree is required, or equivalent related clinical or technical experience
- Excellent verbal and written communication skills
- Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done
- Ability to work on a rotating after-hours on-call schedule from time to time
- Intermediate skills in routing and switching technology and concepts and network systems troubleshooting skills
- Intermediate skills in Microsoft Windows, VMware, and Linux operating systems;
- Experience in Medical devices industry preferred
- Ability to travel occasionally when required
What do you get in return:
- Working in a great, innovative, and international company that acts all around the globe
- Focus on personal and professional development
- Participation in company events
- Holiday allowance
- Competitive salary plus company bonus
- Transportation allowance
