Technical Services Associate
This role provides technical support to end-users, distributors and commercial teams via phone, web-based tools and internal communication channels. The team assists the customer by providing guidance on product use and addressing specific user issues while maintaining compliance to medical device regulations.
Responsibilities:
* Provide first-line technical support across a designated product range by analyzing customer problems and asking relevant questions to support resolution.
* Document complaints and inquiries using established guidelines and procedures to ensure completeness and accuracy of records.
* Communicate investigation conclusions to customers through written reports and verbal updates.
* Resolve and address complaints or inquiries within target timelines described in key performance indicators.
* Continuously evaluate opportunities to drive process improvements that positively impact team performance and customer experience.
* Maintain expertise in product specialties required for the role and share knowledge with the technical support team.
* Execute quality system processes and maintain ability to work remotely as required.
* Assume responsibility and accountability for daily tasks and highlight any risks to the technical support team lead/supervisor.
* Support customers across different market time zones as needed.
Requirements:
* Minimum 3rd Level Certificate, Diploma or Degree in a relevant discipline such as Science, Biomedical, Medical Transcription or Engineering.
* At least 1-year of experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
* Fluency in English and German and residing in the Galway area.