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 (Milano)
🏢 Masimo
📍 Milano