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Field Support Representative
2 months ago
About the Position
We are seeking a highly skilled and passionate individual to join our team as a Field Support Representative for Diagnostic Solutions. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences throughout the longest phase of our customers' journey.
Key Responsibilities
- Establish strong relationships with system operators and laboratory managers to build a dedicated customer base.
- Utilize your excellent communication and active listening skills to identify and diagnose customer issues and provide prompt and accurate resolutions.
- Collaborate with the customer support team to deliver a transparent and positive customer experience.
- Regularly communicate with regional team members and the Customer Support Manager to gain or share insights on the customer environment, their expectations, and experience.
- Participate in the on-call rotation for after-hours support or vacation coverage with your FSR team.
- Work with the customer support team on installations (pre-site inspections, technical installations), upgrades, and issue resolution.
- Perform preventive maintenance and resolve technical service bulletins for your assigned customer base and proactively identify potential issues and report them to the Customer Support Manager.
- Adhere to administrative and customer experience standards at every service interaction.
Requirements for Success
- Diploma in Electronics Technology or College Community College Specialization in Biomedical.
- 5+ years of experience in medical engineering, with laboratory experience considered a significant asset.
