Technical Support Specialist I (Hybrid)

CAIRE•Saint Paul, MN

41d•Hybrid

About The Position

Technical Support Specialist I will provide technical support in an enthusiastic and professional manner. Perform operator training both on-site and in-house, on-site service and sales support as requested. Maintain accurate records for all customer contacts including account, contact, and case records in the CRM database. Provide timely and accurate entry of sales orders and RMA’s for service parts. Take ownership of all assigned customer inquiries to ensure resolution of issues.

Requirements

High School Diploma or GED.
Minimum 1-year previous related work experience.
Organizing Skills
Learning/Growth Ability
Time Management
Personal Energy/Enthusiasm
Customer Focus
Ethics, Integrity, Values
Emotional Intelligence

Nice To Haves

B.S., A.S., A.A., in physical sciences, electronic or biomedical engineering. Biomedical certificate. Exercise Physiology.
Familiarity with medical equipment, or pulmonary and gas exchange equipment.
Ability to effectively communicate in English. Excellent written and verbal communication skills and interpersonal skills.
Strong problem solving and troubleshooting skills.

Responsibilities

Provide prompt and courteous responses to customer inquiries, issues, or application questions. Transfer unresolved hardware issues to appropriate field service staff. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution.
Follow procedural work instruction and standard operating procedures for the support department including but not limited to: Technical Support, CRM documentation, Sales Order entry, RMA entry, HIPAA Security.
Provide education to customers that will allow them to use MGC Diagnostics products in an efficient manner.
Responsible for service and support revenue generation including: Referring potential support agreement sales opportunities to UCSA sales team and new system leads to field sales representatives, quoting and pursuing software and hardware upgrade sale opportunities, quoting and pursuing software option sales, quoting annual preventive maintenance on systems where preventive maintenance is due and quoting professional services.
Responsible for attending product, procedure and process in-services as designated by management.
Responsible for maintaining proficiency in supporting new and existing products. These responsibilities include reading and comprehending manuals, product bulletins, data sheets, training materials and articles as they are released on new and existing products.
Technical support personnel will maintain close interface with professional services, quality assurance, training, marketing, product management, software engineering, hardware engineering, service, and validation staff to successfully support new products and software and share customer issues.
Provide technical support to MGCD Sales and International Partners. This support includes general applications questions and/or product demonstrations, development of sales support materials, development of sales and customer training programs, and all other sales support related projects assigned.
Provide management with timely reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns.
Accept other responsibilities as assigned.
Complete training as identified by standard operating procedures and procedural work instructions.
Regular attendance is an essential job function.
Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement.