Technical Customer Liaison

3 days ago

Newcastle, New South Wales, Australia beBeeCustomerSupport Full time $90,000 - $123,000
Job Title:

Product Support Specialist


About the Role:

The position we are looking to fill is a Product Support Specialist. The role of this specialist will be to support our product related inquiries and issues from customers. This includes providing technical assistance, resolving customer complaints, and offering solutions to ensure customer satisfaction.


Main Responsibilities:

- Deliver high-quality technical service and support to our customers by gathering information on reported symptoms to diagnose the reported issue and determine if service, replacement part or resolution in the field is needed.
- Responsible for monitoring, maintaining, and closing of cases while also ensuring the queues are maintained and responded to in a timely fashion.
- Interact with customers to provide a response to inquiries, concerns, and requests about products and services.
- Ensure customers and their needs are a primary focus of one's actions to develop and sustain productive customer relationships.
- Research customer account information for status of product warranty.
- Follow documented controlled procedures and instruction to ensure all work is performed as expected.
- Updates and maintains procedures and instructions that pertain to the job function.
- Clearly conveys ideas and information received from customer feedback.
- Process replacement and repair orders for devices when necessary to resolve customer reported issue.
- Stay current with product knowledge on changes of software, hardware, and new products launched.
- Key post sale liaison for customers with Operations, Clinical support and OSR/ISR's
- Works closely with Quality & Regulatory, Manufacturing, Service, and Shipping.
- Monitor, record and report on customer cases and failure analysis.
- Any other duties as assigned by your manager.

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