Technical Service Engineer – Remote
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
- Understands and comply with all requirements as defined by management and outlined in current standard operating procedures
- Follows up on open complaints as required
- Delivers excellent customer experiences
- 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
- Assures that issues identified by customers are appropriately addressed
- 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.
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
- 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
- consolidated retirement plan (pension)
- savings plan (401(k))
- Vacation – up to 120 hours per calendar year
- Sick time - up to 40 hours per calendar year
- Holiday pay, including Floating Holidays – up to 13 days per calendar year
- Work, Personal and Family Time - up to 40 hours 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 Medical Device regulationsdocumentationcustomer inquiry resolutioncustomer satisfactioncall escalation
Soft skills
verbal communicationwritten communicationcustomer advocacyproblem-solvingcustomer experience deliverytimely responseorganizational skillsinterpersonal skillsattention to detailfollow-up
Certifications
vocational certificationtechnical certificationassociated degreeMilitary Technical Training