Product Support Specialist

2022-09-08 12:17:212050-02-20Team Horizon
Job TypePermanent
SectorOperations & ManufacturingProcurement
Start Date
AdvertiserMary King
Job Ref#1002607
Job Views296
Team Horizon is seeking a Product Support Specialist for our Client who is a leading pharmaceutical company in Dublin. This role is key to the CoolSculpting business, providing technical phone support for our end Customers, and PDM’s. Assisting in data collection and assessing Lost Cycles and replacements. Enabling the company to provide our CoolSculpting customers with a Best-in-Class Service Support model.
Why you should apply:
  • This is an excellent opportunity to join a world class manufacturing operation, with an outstanding track record of reliably delivering high-quality medicines to patients around the world suffering serious illnesses.
  • There is a strong culture of continuous improvement and innovation within the company to strive for solutions that improve health outcomes and dramatically improve people’s lives.
  • Our client is developing the capability to produce all its medicines, helping to ensure continuity of supply of our medicines as they expand internationally.
What you will be doing:
  • Provide first and second tier product/technical support via phone, email and online web tools for CoolSculpting customers.
  • Provide support for PDM’s with onsite visits.
  • Provide first tier Clinical support via phone, email, online web tools.
  • Facilitate log retrievals from customer systems, assist with log processing.
  • Analyse Lost cycle requests – process replacement orders.
  • Third Party Service and Distributor Support: Work with and support 3rd party service providers and distributors who perform service and support in their territories.
  • Assist with L1 training for new Customer Support team members.
  • Coordinate product replacement logistics and in-field repair scheduling with Service Co-Ordinator ensuring system records kept up to date.
  • Collaborate with Customer Service and the customer in the process of quoting and invoicing customers who do not have warranty
  • Interface with other departments as needed: QA, Customer Support, Service, Shipping, Clinical, Practice Development, Sales, etc.
  • Document all support activities utilizing CRM (Customer Relationship Management), ERP (Enterprise Resource Planning) and QMS (Quality Management System) applications in accordance with requirements and maintain system configuration and warranty coverage information within those systems.
  • Track and file changes to equipment/warranty details in ERP system.
  • Partner with Field Service Support and Sales Teams to manage software and hardware product rollouts
  • Proactively look to improve the coordination of service & support activities.
    Perform other related duties as assigned.
What you need to apply:
  • 1-3 years related experience required.
  • Experience in Problem Solving and Decision-Making methodologies desired
  • Previous customer support and technical troubleshooting experience for a medical device company desired
  • Excellent interpersonal skills; well organized, detail oriented; strong oral and written communication skills.
  • Previous experience in conducting troubleshooting of medical devices and accessories via phone and email preferred.
  • Experience with CRM and ERP systems (specifically SFDC and SAP).
  • Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint).
  • Fluent in English language; written and spoken.
  • Additional European languages an advantage, not essential.
  • Excellent communications skills, with ability to transfer knowledge / instruction clearly. 
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