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Technical Training and Support Specialist - 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 has an immediate need for a Technical Training and Support Specialist in the Charleston, SC office. The Technical Training and Support Specialist is responsible for the delivery of technical training for the Belimed Company s customers, service and sales associates. In addition, the Technical Training and Support Specialist may be required to provide front line technical support via phone aimed at resolving customer problems via troubleshooting, problem solving, specialized infection control knowledge and the ability to utilize all available resources and technologies to achieve total customer satisfaction.

Technical Training and Support Specialist interacts with all levels of the organization including: Field Service Technicians, Belimed Technical Product Managers, Engineering, Inventory Control and Supply Chain.

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

  • Oversee the customer training program and calendar for the organization
  • Deliver technical training to customers and Belimed Technician
  • Conduct orientation sessions and arrange on-the-job training for new hires
  • Maintain training records for both Belimed Technicians and customers in accordance with regulatory requirements
  • Develops technical training programs or works with contractors to develop technical training programs for legacy and new product
  • Prepares training budget, seeks and obtains funding approval, and controls costs against budget 
  • Interacts with external training consultants to identify course objectives and content 
  • Demonstrate superior customer service skills by keeping a positive, caring, can-do attitude and by providing timely updates
  • Respond to daily customer phone contact to quote or provide schedules for technical training classes
  • Communicate with field service technicians as required through all available methods
  • Fully utilize and update the internal databases available. Input, monitor, and update appropriate databases to ensure accurate, timely data that can be used to solve, track and prevent problems 
  • Develop and utilize processes within the data management system that improve communications, gain efficiencies and reduce administrative burdens across the Belimed organization
  • Effectively communicate actions that have been taken and current issue conditions when escalating problems to 3rd level support personnel
  • Track and maintain documentation on department measures
  • Troubleshoot, analyze, prioritize and resolve and/or facilitate resolutions for all problems dealing with in-use equipment
  • Receive and then assure that all reported quality issues are logged in the appropriate database and will communicate back to the field any relevant resolutions
  • Provide moderate to high level technical support to field service technicians and to customer technicians
  • Troubleshoot, analyze, prioritize and resolve and/or facilitate resolutions for all customer issues dealing with in-use equipment

What you need to succeed
  • Associate degree or equivalent related work experience
  • 3 - 5 years Technical Support experience or Customer Service experience and 3 - 5 years experience providing customer in-services or engineering in-services
  • Demonstrated proficiency in technical and customer-facing situation
  • Ability to successfully interact with both non-technical customers and technical support staff at customer organizations
  • Excellent written and verbal communications skills
  • Must be fluent in standard business software programs.
  • Must be independent, self-motivated and success-driven, yet willing to work within a team environment
  • Must be able to prioritize own workload under pressure
  • Experience in interpretation and modification of blueprints, technical literature/drawings and CAD drawings required

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



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