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 ofAspire to Greatness, Respect All, Own It, Working Together, Persist with Passion.Who We’re Looking For:As a key member of the Technical Service Department, theTechnical 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.About the Role:
Troubleshoot customer issues via telephone, e-mail, and remote internet access by gathering the customer’s information, determining the customer’s issue, and attempting to resolve in a timely manner.
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.
Testing of new Laborie Medical Technologies equipment.
Maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients.
Escalate problems to Technical Service Representative II when required.
Complete all training requirements on time and document according to our Quality Management System (QMS).
Maintain and record issues in a clear and concise manner using the Technical Support Center tools and ERP systems (SAP) following our Quality Management system (QMS) procedures.
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.
Qualifications:
Associate degree/certificate from a technical related field or equivalent required.
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.
Must be flexible to work shifts between 8am and 8pm on a rotating basis or as needed.
Experience with SAP preferred.
Ability to analyze and solve technical problems by effectively communicating with customers.
Thorough understanding of network protocols and implementations.
Fluent in English (written and verbal). Bi-lingual in French a plus.
Excellent verbal and written communication skills are required.
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.
