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Technical Support--Medical Equipment - United States  

Belimed (company)

Posted on : 13 April 2017

Project Description

Belimed is one of the leading global suppliers of innovative cleaning, disinfection and sterilization solutions for Medical and Life Science. We have almost 1,200 employees in 10 countries who have been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC which is consistently voted one of the best places to live and visit in the world.

Your tasks
Belimed is seeking business-oriented Technical Customer Services Representative to support our growing service operations team. This position will coordinate the service group’s field resources to deliver exceptional service to all Belimed customers. The Technical Customer Service Representative will play an integral role in the service organization's conversion to active dispatch and service coordination in SAP.

Please note, this is not an IT related Tech Support position, this is on sterilizers and washers. 

How you will impact Belimed and our clients
  • Schedules, communicates and provides updates to customers regarding current requests for service & scheduled maintenance
  • Manages customer expectations & commitments in a professional manner
  • Responsible for communicating pertinent service information and scheduling the responsible field positions to assure all service activities are accomplished, ensuring a clean hand-off of responsibility and expectations
  • Serves as link between customers and service staff to assure responsiveness
  • Tracks order activity and alerts appropriate staff of any potential delivery problems. Expedites the delivery of selected orders 
  • Maintains the schedule (work, vacation, time off, etc.) for all of the field personnel
  • Communicates the service activity on a daily basis to management and other field organizations as necessary
  • Supports the department’s after hours on-call program providing “First Response” support within 30 minutes
  • Supports the Field Operations group by providing “backup” parts ordering capabilities
  • Communicates to management, issues, concerns and Customer Satisfaction problems
  • Escalate Critical Account issues to the proper management and/or Specialist attention to speed the resolution
  • Utilize service systems to determine the correct resource for the specific service need

What you need to succeed
  • High school diploma or equivalent
  • Demonstrated basic technical competency
  • Must be able to work on-call as business requires including nights, weekends and holidays
  • Must have strong computer skills and be proficient in the use of word processors, spreadsheets, communication software. Experience with SAP is preferred.
  • Excellent Customer Communication skills (extensive phone work is required)
  • Must be able to work at the Customer Support stations continuously except for lunch and breaks
Proven abilities in the areas of:
  • Interpersonal and customer service orientation
  • Planning, scheduling and organizational skills
  • Customer satisfaction skills
  • Experience in scheduling and coordinating field service activities preferred

Belimed, Inc. promotes equal employment opportunities and will not discriminate, nor tolerate discrimination, against any applicant or employee because of age, race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status, disability, veteran status or genetic information. Additionally, Belimed provides an environment for job applicants and employees that is free from sexual harassment, as well as harassment and intimidation based on an individual's race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status, age, disability, veteran status or genetic information. EOE