Technical Service Engineer
OneTrust
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
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Salary
💰 $60,000 - $96,600 per year
About the role
- Manages customer technical inquiries and complaints on the phone and via email.
- Determines the level of complexity of calls and escalates as necessary to achieve maximum first-time resolution.
- Provides individualized response to customer concerns or inquiries.
- Provides information and technical support for equipment and product concerns.
- Documents call in accordance with company guidelines and regulatory requirements.
- Follows up on open complaints as required.
- Maintains an elevated level of customer satisfaction relative to telephone support and training.
- Evaluates customer needs and recommends measures to avoid future issues.
- Acts as a customer advocate to represent customer needs internally.
- Escalates product performance issues appropriately.
- Complete successfully all required technical training for supported products and processes.
- Maintains technical self-competence, knowledge of company procedures, and customer related skills.
- Consistently provides timely responses to customer inquiries and resolutions for customer issues.
- Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations.
- Ensures personnel and company compliance with all Federal, State, local and Company regulations, policies, and procedures.
- Communicating effectively with upper-level management and collaborating cooperatively with co-workers is required.
Requirements
- Minimum of a vocational certification, technical certification, or associated degree is required or equivalent Military Technical Training
- Minimum of 2-4 years Biomed or Technical Service experience in related industries such as medical devices or healthcare is required
- Demonstrated knowledge of troubleshooting principles and technical service operations practices and procedures is required
- Communicating effectively with upper-level management and working collaboratively with cross-functional business partners are required
- Proficient verbal and written communication skills is required
- Proficiency with Microsoft Office suite is required
- ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred
- May require up to 10% business domestic travel
Benefits
- medical, dental, vision, life insurance
- short- and long-term disability
- business accident insurance
- group legal insurance
- pension plan (consolidated retirement plan)
- 401(k) savings plan
- up to 120 hours vacation per calendar year
- up to 40 hours sick time per calendar year
- holiday pay, including floating holidays – up to 13 days per calendar year
- up to 40 hours work, personal and family time per calendar year
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshooting principlestechnical service operationscustomer technical supportfirst-time resolutiontechnical trainingcompliance with FDA regulationsdocumentation practices
Soft skills
customer advocacyeffective communicationcollaborationcustomer satisfactionproblem-solving
Certifications
vocational certificationtechnical certificationassociated degreeMilitary Technical Training