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