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

📌 Technical Support Specialist (Milano)
🏢 Sound United
📍 Milano