Customer Service Support Specialist Medical Devices

Job Title

This remote position supports client Imaging and MRI operations by handling customer and engineer-related inquiries and coordinating service activities. The role primarily covers 2nd shift hours (3:00 PM12:00 AM), with some flexibility for alternate schedules (including late-night/3rd shift coverage and one weekend day).

Required Education and Experience/Skills/Qualification

High School Diploma or equivalent. Good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook) Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences Ability to support complex projects and determine the critical path to improve timely performance is essential The candidate should be able to independently perform important areas of standard professional-level work that typically requires processing and interpreting more complex, less clearly defined issues Strong organizational and time management skills with exceptional attention to detail are required The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity Self-starter, self-motivated, high level of initiative, embraces an ownership culture Experience in medical device or healthcare Strong multitasking, critical thinking, and problem-solving abilities Ability to quickly learn new systems and processes Excellent communication skills Reliable and adaptable, especially for after-hours scheduling

Preferred Experience/Skills/Qualification

Knowledge of SAP is preferred but not required. Customer-facing experience is preferred.

Key Responsibilities

Answer and manage customer and engineer phone calls (noncall center environment) Troubleshoot system or application issues and provide basic support Coordinate service by transferring calls to technical support and dispatching engineers Assist with ordering equipment and managing notifications related to system issues Support transition to new software platforms and complete associated training Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery Processes incoming orders, inquiries and/or requests regarding products and/or services Performs order management for assigned customers, manages and files clients' information in the information system Supports customers remotely and onsite and provides 1st level user support in case of arising issues Drives complex issues and questions to the respective qualified Service Technicians or Service Engineers Cooperates with clients and sales representatives to clarify orders and issues Participates in investigating and resolving commercial and/or technical problems Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**

Rose International