Technical Service Representative II

Laborie Medical Technologies Corp•Portsmouth, NH

About The Position

As a key member of the Technical Service team, the Technical Service Representative II will be on the front-line, leading a team, representing the company, and focusing on providing an excellent customer experience by remotely supporting our customers through various channels on the maintenance and operation for all products offered by Laborie.

Requirements

Associate's degree/certificate from a technical related field or equivalent required and 2-4 years of related experience.
Excellent telephone, verbal, and written communication skills and the ability to analyze and solve technical problems by effectively communicating with customers.
Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients.
Thorough knowledge of PC operating systems, applications, technologies, and network protocols and implementations.
Demonstrated skills in time management, planning, prioritization, and administration.
Fluent in English (written and verbal).

Nice To Haves

Experience using SAP software preferred.

Responsibilities

Troubleshoot customer issues via telephone, e-mail, and remote internet access by gathering the customer’s information, determining the customer’s issue, and attempting to resolve in a timely manner.
Work with other technical support team members in repair department and field technicians to service the customer’s needs and work in collaboration with other departments such as Quality and Customer Service to properly address and close customer complaints.
Maintain technical knowledge and learn new products as required and test new Laborie Medical Technologies equipment.
Maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
Maintain and record issues in a clear and concise manner using the Technical Support Center tools and ERP systems (SAP) following our Quality Management system (QMS) procedures.
Analyze initial customer issues and provide answers by identifying problems; sourcing answers; guiding client through corrective steps.
Analyze and/or isolate the root cause of issues.
Assisting Technical Service Representative - Level I team members in solving basic technical problems and investigating escalated issues by seeking for solutions related to these more complex issues.
Escalate problems to Senior Technical Service Representative and Team Lead when required.