Technical Support Representative - (US-WA-Kennard Corner - 98021)

Minimum Education: None
Jobcode: L:94915978
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Overview : This position is responsible for coordinating technical support (service) activities. Responsibilities : First point of contact for incoming service phone line and email Resolve technical issues and answer questions regarding the installation and servicing of LipoSonix products Provide field service including product installation, maintenance, and repair Resolve field issues including performing root cause analysis and, as required, coordinating teams to resolve field service issues Troubleshoot and isolate hardware failures to the component level Coordinate root cause analysis for failures as required Responsible for entering service event data into Service database Work with distributors or other service providers to close service events and obtain service event data Provide technical support training including preparation of training materials Draft and release Advisory Notices Coordinate distribution of Advisory Notices Track incoming service returns and coordinates troubleshooting and repair of service return parts Coordinate shipment of Field Replaceable Units (FRUs) to field personnel Draft and release updates to Service Manual Qualifications : Two year technical degree or equivalent work experience Experience in a medical device capital equipment technical support role a plus Minimum of 4 years customer service experience Experience with international travel Experience working with the Microsoft Office Suite is required Experience working with Agile is desired Experience working with an ERP system is desired Flexible. Demonstrated ability to multi-task Proven customer relation and interpersonal skills Proven troubleshooting skills Self starter, demonstrated ability to support customers with minimal supervision Understand multilevel BOM structure, RMA processing and order processing Effectively communicates with internal customers, distributors and other technical support organizations Anticipate, identify, quantify and resolve issues in a timely manner Able to prioritize work Work in a fast paced environment Detail oriented Drive open issues to closure Able to travel domestically and internationally as required Able to lift and carry a minimum of 25 lbs. with or without accommodations AA/EEO Employer The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.