About this role
Accountabilities:
- Provide daily technical support and case management through phone, email, and other customer communication channels, taking ownership of cases from creation through successful conclusion.
- Investigate technical problems, reproduce customer-reported issues when required, and collaborate with Product Line teams to achieve timely and positive resolutions.
- Provide customers with informed recommendations regarding repairs, equipment upgrades, and part replacements.
- Maintain accurate and complete case information across quality management, customer relationship management, and ERP systems, including Salesforce, ServiceMax, SAP, and related tools.
- Monitor and report on cases escalated through the GA Non-conformance (ACT) process and maintain accurate status records for critical open issues.
- Maintain and update critical case reports covering Tier 1 and Tier 2 support cases, while assuming ownership and resolution responsibility for Tier 3 and Tier 4 cases handled by local or Product Line teams.
- Participate in Product Line meetings to present open cases, provide updates, coordinate actions, and drive issues toward resolution.
- Prepare customer case summaries and metric reports, and schedule and lead regular case and performance reviews with customers.
- Develop and maintain technical documentation, knowledge-base content, technical tips, and records of successful resolution outcomes.
- Identify training opportunities, pursue continuous self-development, and contribute to the training and development of other team members.
Requirements:
- Engineering degree, Technologist Diploma, and/or equivalent relevant professional experience.
- At least 5 years of industry experience, including approximately 5 years in a related Monitoring & Diagnostics field.
- Strong knowledge of Monitoring & Diagnostics devices and the ability to quickly develop and maintain detailed product expertise.
- Demonstrated ability to investigate complex technical issues, configure or set up equipment, and reproduce customer-reported problems.
- Strong written and verbal communication skills, with the ability to communicate effectively with customers and internal stakeholders at different levels.
- Experience working on complex technical issues with cross-functional teams and building consensus to achieve positive outcomes.
- Strong analytical, problem-solving, and time-management skills, with the ability to prioritize multiple assignments and consistently meet deadlines.
- Self-motivated, adaptable, and results-oriented, with the ability to remain effective under pressure and in customer-facing situations.
- Ability to learn quickly and take ownership of both individual development and knowledge sharing.
- Willingness to provide on-call, after-hours, or modified-hours support when required to accommodate customer-specific situations.
- Ability to speak a second language is considered an advantage.
- Must be legally authorized to work in the United States for this position.
Benefits:
- Fully remote, full-time position in the United States.
- Base pay range of $89,300–$148,700, with geographic differentials of 110%, 120%, or 130% in certain areas; actual compensation may vary based on experience, education, skills, and other factors.
- Eligibility for a discretionary annual bonus.
- Medical, dental, vision, and prescription drug coverage.
- Access to a 24/7 nurse-based Health Coach resource and a confidential Employee Assistance Program.
- Retirement savings plan with 401(k) tax-advantaged savings, company matching contributions, and additional company retirement contributions.
- Access to financial planning resources through Fidelity.
- Tuition assistance and adoption assistance.
- Paid parental leave.
- Disability benefits and life insurance.
- 12 paid holidays and permissive time off.
- Professional development opportunities and challenging technical work.
- No relocation assistance is provided.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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