Technical Service Representative

Company : Laborie Medical Technologies Corp

Job Type : Full Time

Virginia, Australia

Job Description - Technical Service Representative

We believe that great healthcare is an essential safeguard of human dignity.

At Laborie, we know the work we do matters – it’s what fuels our motivation and contributes to our success. If you’re ready to make a positive impact in the lives of patients across the globe, we’d like to meet you.

We support and empower our employees to grow their careers in an environment that encourages a sense of belonging and a connection to doing good. We’re not afraid to roll up our sleeves to make our goals a reality and work together to solve for our customers. We reward and recognize our employees based on our values of Aspire to Greatness, Respect All, Own It, Working Together, Persist with Passion.

Who We’re Looking For:

As a key member of the Service Department, the Technical Service Representative will be on the front-line representing the company and focus on providing an excellent customer experience by supporting our customers through various channels on technical issues for all products offered by Laborie. In addition, this position requires additional support to team members when customer issues are escalated.

About the Role:

Laborie is committed to delivering game changing patient focused technology.

This role will be responsible for:

Troubleshooting customer issues; Analyze initial customer issues and provide answers by identifying problems; sourcing answers; guiding client through corrective steps. Analyze and/or isolate the root cause of issues.
Work with other technical support team members in repair department and field technicians to service the customer’s needs.
Maintain technical knowledge and learn new products as required.
Work in collaboration with other departments such as Quality and Customer Service to properly address and close customer complaints.
Maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.

Minimum Qualifications:

1 to 2 years Technical Customer Service experience.

Associate degree/certificate from a technical related field or equivalent required.
Restricted Electrical License to meet Australian Standards (REL)
Excellent telephone, verbal, and written communication skills.
Thorough knowledge of PC operating systems, applications, and technologies.
Demonstrated skills in time management, planning, prioritization, and administration.
Experience with SAP preferred.
Thorough understanding of network protocols and implementations.
Fluent in English (written and verbal).

Preferred experience in medical device manufacturing and ISO 13485 environment.

Why Laborie:

Our Mission every day is to operate as a world-class specialist medical company making and advancing technologies that preserve and restore human dignity. We do that today by helping people with pelvic and gastrointestinal conditions live normal lives, and by helping mothers and babies have safe deliveries.

Competitive salary plus superannuation
Paid time off and paid volunteer time
Company car where applicable
Flexible working model in an international team

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About the Company

Laborie Medical Technologies Corp

Laborie is a medical technology company. We specialize in Gastroenterology, Gynecology, Urology, Obstetrics, Neonatal & Urogynecology. Learn more.

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Technical Service Representative

Job Description - Technical Service Representative

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