Responsibilities:
- 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

📌 Technical Support Specialist (Milano)
🏢 Masimo Medical Technologies (Malaysia) Sdn. Bhd.
📍 Milano