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Location

Basingstoke, Hampshire | United Kingdom

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Job description

Job Summary:

The Technical Support Specialist (OUS) will be responsible for consistently providing high quality resolution of technical issues / questions and on-going customer support. This position will provide first-level trouble shooting and resolution of customer issues. The incumbent will be given latitude to perform minor warranty maintenance, communicate with the Global Masimo Tech Service, Engineering, Marketing, QA, Sales and Clinical Specialist teams, ship products and parts, as well as document and categorize customer questions and issues. This position will also provide phone support to customers regarding the proper use and maintenance of Masimo’s products and applications. Ensuring customer satisfaction is critical and must be accomplished by meeting or exceeding their expectations. Keys to success include: detail orientation, speed, and thoroughness in resolving technical issues. This position will also form part of the Masimo Global support umbrella. Innovation and subject matter expertise will be rewarded with opportunities for career growth and advancement in a company that makes a difference in people’s lives.

Duties & Responsibilities:

• Complete first level troubleshooting with customers
• Process returned products that require service from the field and 1) replace defective parts, 2) complete device replacement or 3) transfer to other Masimo facilities (Failure Analysis, Repair Center, etc.)
• Handle return requests for warranty and non-warranty service. Perform Customer Service Order entry
• Report all field failures and customer complaints per the Masimo Quality System
• Work directly with customers on phone support to answer questions
• Identify potential customer training issues and propose solutions
• Assist with delivery of Masimo parts to customers
• Work closely with all Masimo groups: Global Masimo Tech Service, Engineering, Marketing, QA, Sales and Clinical Specialist teams Maintain a list of frequently asked questions
• Communicate product enhancement ideas to Engineering and Marketing
• Provide input to ensure the Customer / Technical support process and procedures are efficient and effective
• Utilize good judgment within broad policies and practices to complete established goals and maintain flexibility to allow changes
• Review customer call information to ensure closure of each incidence
• Able to work with Bio-Hazard products.

Minimum & Preferred Qualifications and Experience: 

Minimum Qualifications:

• Knowledge of basic engineering principles, troubleshooting, electronics and design.
• Knowledge of Microsoft Windows 7/10 Professional operating systems.
• Strong ‘hands-on’ skills; able to perform detail-oriented work with high degree of accuracy.
• Must be a self-starter, a "hands-on" individual who enjoys challenge and is dedicated to getting the job done with minimal support and direction.
• Good analytical and problem solving skills required.
• Ability to communicate technical ideas clearly to both technical and non-technical staff.
• Must have flexibility in reacting to new situations; adaptability working in new environments.
• Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done
• Effective multi-tasking capabilities. 
• Disposition to travel occasionally to hospitals and/or distributors to support operations and business needs. 

Preferred Qualifications:

• Biomedical Engineering Degree.
• 3 years of related experience in Biomedical Engineering or related field.
• Required knowledge of networking using TCP/IP protocol in a Wireless environment.

Education:

University level or substantial work experience..

Fresh Grads are also welcome to apply and will be assessed by technical aptitude and growth potential.

Physical Requirements/Work Environment:

This position primarily works outside of a traditional office environment, making frequent customer contact on a daily basis. It requires frequent sitting, standing, walking and lifting (must be able to lift a minimum of 50 pounds). Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities.Must be able to travel.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.

Masimo is an Equal Employment Opportunity Commission / Affirmative Action employer. We encourage Minorities, Females, Disabled and Veterans to apply.  

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Job tags

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Salary