Technical Support Representative

Job Summary

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).

Duties & 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.

Minimum & Preferred Qualifications and Experience

Minimum Qualifications

• 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. 

Preferred Qualifications

• 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.

Education

Administrative degree or technical experience.

This position primarily works in an office environment. It requires frequent sitting, standing and walking.  Daily use of a computer and other computing and digital devices is required.  May stand for extended periods when facilitating meetings or walking in the facilities.  Some travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required. 

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.  Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.