Product Support Specialist - Medical Devices

Product Support Specialist - Medical Devices Marlborough, MA, United States What to expect: Provide Product portfolio based support to internal and external customers Deliver consistent, high quality and responsive support to external and internal customers Take ownership of reported issues by being empathetic to the customer’s needs Set expectations and manage reported issues through to their completion Document, track and manage all support requests, communications and actions in the Complaint Management System Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences Expedite the resolution of all customer requests to meet our standards for service excellence Escalate issues to the appropriate resource to ensure timely resolution Collaborate with other team members and departments to facilitate the problem resolution process Use the Knowledge Base for research during problem resolution and regularly contribute content to facilitate the growth of the Knowledge Base Maintain a current and requisite knowledge level for your supported products Attend training and self-study to acquire, maintain and improve job skills Identify and embrace opportunities for continuous improvement Perform other duties and projects as assigned, to meet company and department objectives. Meet all key performance indicators, metrics and department goals. Adhere to the Company’s quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures. What we expect: Working experience or knowledge of technical support work processes and best practices needed to deliver great customer experiences Excellent customer service and interpersonal skills Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users Demonstrated track record and passion for understanding and addressing customer needs Strong analytical and problem‑solving skills Must possess the ability to work independently to resolve reported or discovered product issues Highly organized and detail oriented Strong follow-up skills with a keen eye towards driving issue resolution Results driven and dedicated to delivering outstanding work Proven ability to multi-task, work under pressure, adapt and thrive in a fast‑paced environment Strong knowledge of support tools such as CRM, knowledge management and Oracle systems Must have strong knowledge and expertise using the Windows operating systems Proficiency in support tools including Outlook, Word, Excel, PowerPoint, Box, Oracle and cloud‑based contact center software Ability to identify and assist with the implementation of process improvements High energy, self‑motivated, proactive, goal oriented and enthusiastic Familiarity with various medical devices such as Fluid Management, Hysteroscopy is helpful but not required. This position requires the ability to maintain consistent and timely attendance for assigned support shifts. Also, requires the ability to work a full‑time schedule with flexible work hours for assigned support shifts, including select holidays, as well as the after‑hours and weekend on‑call rotation as needed The annualized base salary range for this role is $65,600 to $102,700 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand. Education & Experience: High School Diploma or Equivalent College Degree preferred A technical discipline such as a plus Equivalent blend of education and experience in a fast‑paced service based environment A minimum of 4 years related job experience is required in a customer contact center, technical, or field support role, related to medical devices a plus Prior experience in a service environment working with customers to resolve problems related to medical workflow is a plus Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans. #J-18808-Ljbffr Hologic, Inc.