Technical Support Representative

Masimo•Irvine, CA

4d•$25 - $33•Onsite

About The Position

The Technical Support Representative is responsible for the call intake portion of Masimo’s Customer feedback and Returned Material Approval (RMA) process. Call intake includes detailed documentation of all aspects of the customer interaction and solution. Additional duties include follow-up for repair & replacement requests, confirmation of repair fees and logistics activities. Customers supported include internal and external customers (biomedical and other hospital personnel).

Requirements

Minimum 1 year related experience in a call center/customer support/medical industry.
Must be a self-starter, a "hands-on" individual who enjoys challenge and dedicated to getting the job done with minimal support and direction.
Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done.
Must have flexibility in reacting to new situations and adaptability for working in a new environment.
Team player and able to ‘change gears’ to accomplish goals.
Must be PC literate, able to effectively use various MS Office applications.
Must be able to communicate (reading, writing & speaking) in English.

Nice To Haves

Experience with general use of Customer Relationship Management applications (Salesforce.com)
Experience with general use of ERP system and Ordering Systems.
Call center experience with a global service provider of manufactured products.
Ability to speak Spanish, French, and/or Portuguese is a plus.

Responsibilities

Promptly document all customer complains, service requests & other feedback per Masimo Quality System.
Enter all feedback and requests into reporting systems (Salesforce.com)
Create and Issue RMAs to customers and create Orders in ERP system for replacement product.
Follow-up on repair/replacement orders and customer shipments of reported material.
Coordinate with internal teams to ensure customer issues are resolved in a timely manner.
Maintain a comprehensive understanding of Masimo’s product line and RMA processes to effectively assist customers.
Troubleshoot basic device and software-related issues.
Escalate unresolved issues to Level 2 & 3 support.
Perform all other duties as assigned or required.