Technical Support (Medical Devices)

Location: Galway city, Galway, Ireland
Date Posted: 02-26-2018
Our client is a world leader in diagnostics / medical devices, with expanding operations in Galway.

EMEA Technical Service Hub is one of many Service Hubs that have been strategically placed around the globe. 
Technical Service EMEA deals with complaints and enquiries from End customers, Affiliates & Distributors, in Europe, Middle East and Africa. 
Reporting to the Technical Services Team Lead and working as a member of the EMEA Technical Services Team, Specialists will undertake to provide the highest levels of customer service in the support of the full range of products and Regulatory compliance in relation to complaint management. All members of the team will assist in meeting described within the key performance indicators for individuals, the team and the company.

Responsibilities and Duties

•    To ensure intake of complaints to required Alere global & regulatory requirements.
•    To provide level 1 troubleshooting to both our customers and colleagues within EMEA in resolving customer complaints and improving our customers experience
•    To resolve customer issues in an efficient and timely manner and within agreed Service Level Agreements with our EMEA colleagues
•    Develop and maintain areas of expertise in product specialism’s ‘product champion’ required for role; sharing and expanding knowledge within the Technical Services team (i.e. liaise between TS team on support as required, act on trends within EMEA, liaise with manufacturer and field team within EMEA supporting more advanced troubleshooting)
•    To continually identify opportunities for process and system improvements that will reduce time and increase efficient resolution of intake of customer complaints
•    To support ‘Associates’ and share product knowledge within the team day to day as required
•    Ensuring compliance to SFDC (sales which is the complaint management system that is used globally.
•    Maintain and grow personal knowledge and skills, technical and / or product knowledge.

Other Job Requirements:

•    Medical Laboratory Scientist qualification essential with minimum 1 year experience.
•    Other relevant Science/Bio medical qualification an advantage
•    Experience in Trouble shooting/Technical query handling an advantage. 
•    The role is office based but a degree of flexibility is required. An open attitude is required to ensure that this can be controlled and remain non-onerous.
•    Attend training courses as necessary.
•    Communicate technical knowledge to both customers and colleagues as necessary.
•    Provide written reports when requested and as necessary. 
•    Multi-lingual capability would be an advantage but cultural sensitivity is a necessity.
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