Customer Service Analyst
6 months ago
**1 Responsibilities**:
1.1 In this position, as a Customer Service Analyst, you are responsible for leading the technical support process from support cases, RMAs, repairs and returns to customer. You will also handle the 1st level customer service, troubleshooting with clients and trainings on the installation and use of Thorasys’ products in the India region. You will be working in a highly regulated environment and asked to complete quality forms (TS cases, RMA and MDR):
**1.2 General responsibilities include: ()**:
a. Shipping and receiving devices from customers as per RMA procedureb. Completing the documentation linked to the quality management of complaints specific to these repairs (RMA report QF12-05, Case complaint report QF12-01, MDR assessments, ect)c. Disposing of the repaired device (Returning to owner, Placing back in stock, or other...)d. Updating the Complaints logs (QF12-04) as requirede. Operate and maintain the Manufacturing, Inventory Transfer, Repair, Helpdesk and Sales modules of the ERP system.f. Assist distributors with training and troubleshooting.g. Meticulously documenting each step for traceability per the quality assurance procedures.h. Continuously suggest ideas for the improvement of the flow of repairs and technical support and the bettering of documentations.i. Be the 1st line of technical support and support clients with troubleshooting and investigation.j. Develop technical support documentation and maintain a knowledge base to reduce overall support effort via our ERP system.k. Track accurate metrics on technical support cases compliant with applicable standards (ISO 13485, ect )l. Deliver first installation and use training to users, distributors and other partners in the India region.1.3 In all your areas of responsibility as stated above, you shall:
**2 Education required**:
2.1 Hold an Engineering degree or equivalent (Mechanical, Biomedical, Bioengineering, Manufacturing, Electrical, Electronics, Chemical, Industrial, Civil):
**2.2 Experience in the Medical Devices industry is an asset.**:
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