NDS Surgical Imaging

 

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Technical Field Support Representative

JOB SUMMARY:                                         
Technical Support Representatives provide phone and e-mail support to end-users and Key customers of NDSSI imaging products. Must be able to competently and quickly determine problem resolution using available tools and own knowledge to provide the highest level of customer satisfaction. Must also be able to clearly document and reproduce all steps taken during problem resolution

 

ESSENTIAL FUNCTIONS:

  • Second and third tier support of NDSSI Imaging products.
  • Troubleshoot issues quickly and effectively via phone and e-mail.
  • Assign RMA’s and coordinate incoming units with customer.
  • Diagnose, quote and advise customer of options.
  • Document all actions taken during problem resolution in both internal tracking and knowledge base systems.
  • From time-to-time may be required to assist in repairing units as business conditions dictate.
  • Assist manager in documenting and developing training processes.
  • Travel to key customer sites to train their maintenance personnel on the troubleshooting and adjustment of NDSSI products.
  • Work closely with Quality and Engineering departments to improve product quality and performance.
  • Manage difficult or emotional customer situations.

 

EDUCATION/EXPERIENCE:

  • Associate’s degree in a technical field or 4+ years of Customer Service experience with technical experience, bachelor’s Degree preferred.
  • 2-3 years experience in a customer support environment resolving complex product issues.
  • Experience with LCD, video, video routing and graphics technology required.
  • Customer Service experience in a Medical Device company preferred.
  • Inside Sales experience is preferred.

 

ADDITIONAL SKILLS AND KNOWLEDGE:

  • Excellent verbal and written communications skills required.
  • Ability to manage multiple tasks effectively.
  • Proficient in Microsoft Office (Word, Excel, Access).
  • Above average problem solving, troubleshooting and analytical skills.
  • Technical knowledge of Graphics/Video products a big plus.
  • Must be organized, detailed and results oriented.
  • Ability to lift items not exceeding 60 lbs.
  • Ability to travel up to 50% of the time.

 

For consideration, please send your resume to careers@ndssi.com