Customer Support Specialist I - Bracco Medical Technologies

Job Duties

Why Join Bracco Medical Technologies?

We care as much about our employees as we do our patients. Our culture fosters a work environment where employees can thrive, be passionate and have fun along the way.Each member of the Bracco Medical Technologies team has the power to make a difference......every day!

The Customer Support Specialist I is a key contact in the Customer Support/Technical Services department for domestic and international customer requests for after sales support and technical assistance, service and repair pertaining to the use and failure resolution of ACIST and Bracco injectors (and associated products) installed within our customer base. This position routinely interacts with Customers (Cardiac Cath Lab, CT, MR Lab staff and Biomedical Engineers), Sales, Field and In House Repair and Training Technicians, Quality Complaints, Accounts Receivable, and Service Center Administrators. This job works very closely with all Technical Services personnel during customer interactions for problem solving and technical support. This role exists within an urgent, time sensitive environment with a primary focus on customer care and satisfaction. This position is subject to ISO / FDA / GMP regulations.

Primary Duties & Responsibilities:

Customer Support phone coverage during business hours

Troubleshoot field reported problems; resolve and follow-up accordingly

Case management - follow up on open cases to ensure products are returned for timely investigation. Manage open cases to ensure that service is completed in a timely manner. Work with customers to resolve discrepancies that may delay service or quality investigation

Follow procedure for reports involving patient death or serious injury (MDR/Adverse Events), repeated problems with equipment as well as disposable kits

Create, update and maintain Problem Reports (PRs) in the service/complaint handling database for each field reported problem

Update/close field service/PM PRs upon field completion

Route difficult or urgent technical requests to the designated service/engineering support personnel for expedient resolution

Dispatch field service personnel to perform field repairs on-site; obtain and ship required parts accordingly

Work with the service technicians as needed to obtain repair details and status for equipment returned for repair and/or upgrade

Arrange for the shipment/return of loaner equipment and customer product associated with in house repairs; utilize the service/complaint handling database for product and loaner tracking.

Receive, document, and respond to field reports and requests from customer accounts, sales representatives, and clinical applications

Follow procedure for reports involving patient death or serious injury, repeated problems with equipment as well as disposable kits.

Create service items, service orders, and sales orders; post invoices and create credit memos, return orders and rebills to correct pricing and billing errors; interact with the Sales Administrator

Work with Accounts Receivable to resolve unpaid invoices

Receive and process customer purchase orders for billable/out of warranty service

Support and communicate with customers and field representatives regarding field initiatives such as the scheduling of elective and/or safety upgrades and product removal/recall and replacement.

Maintain account and system/subassembly information via electronic database(s) and hard copy records/files

Maintain all service records via hard copy records/files and electronic database records

Work with the Contract Coordinator to convert billable customers to contract; provide necessary repair details and forward calls as necessary

Identify opportunities that could potentially become revenue for service contract sales

Support service and field activities and projects, as needed

Work with cross-functional areas to implement process improvements

Mobile phone support after business hours as needed and required

Qualifications (Knowledge, Skills & Abilities):

Minimum

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by ACIST Medical Systems

High School Diploma or equivalent

Minimum of 2 years experience in a technical support or call center position

Strong customer service, interpersonal, and communication skills.

Strong technical and analytical thinking and writing skills.

Ability to interact with customers (cardiac cath lab, MR and CT staff), sales/applications personnel, and field/internal technical personnel.

Ability to learn and communicate technical systems and clinical applications; ability to "think on your feet" and provide immediate support and troubleshooting assistance.

Ability to utilize typical office and database applications.

Focused and project oriented; ability to multi-task.

Strong organizational and record keeping skills.

Preferred:

BA/BS/AT

Minimum of 3 years experience in a technical, customer support position within the medical device industry.

Cath lab, MR, CT or clinical applications background.

Other:

Mental demands - work is detail oriented, often with multiple priorities. The environment is urgent and deadline sensitive. Occasional high-pressure situations. Focus is on immediate customer care and satisfaction.

Compensation & Total Rewards:

Estimated Starting Hourly Rate Range: $26 - $29 hourly

*Estimated Starting Hourly Rate Range is reflective of the range Bracco Medical Technologies reasonably expects to pay for the position. The range provided is based on salary and market data specific to the position.

Total Rewards:

Paid Time Off, Company Holidays & Paid Family Leave - We provide PTO and Company Holidays to help you recharge, relax and do what's important to you, when it's important to you. Our 100% paid family leave options for parents, grandparents and eligible family members provide support for growing families as well.

Achieve- Beyond competitive compensation, we offer options to help you plan for a financially secure future, including an annual incentive plan and 401k savings plan contributions.

Live well- We offer comprehensive benefit options to help protect you along the way, including medical, dental, vision, and life insurance, employer HSA contributions, employee assistance program, short-term disability, etc.

Evolve- Through structured on-the-job learning, workshops, seminars, and our tuition reimbursement program, you'll find many opportunities to grow, personally and professionally.

Choose- You won't find "stuffy" here-whether your position requires a hybrid or in-the-office working arrangement. That means business casual for your attire and flexibility in your schedule, wherever possible.

Bracco Medical Technologies is an Affirmative Action/Equal Opportunity Employer. Bracco Medical Technologies desires priority referrals of protected veterans for all openings.

ACIST Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Minimum Education Required

High School Diploma or Equivalent

Minimum Experience Required

2 - 20 years

Shift

First (Day)

Number of Openings

1

Public Transportation Accessible

Yes

Veterans Encouraged to Apply

No

Physical Required

Yes

Drug Test Required

Yes

Compensation

$11.41 / Hourly

Postal Code

55344

Job Type

Full Time

Place of Work

On-site

Requisition ID

964b9e93961c1000fad986e99f2e0000

Job Benefits

Not specified