Technical Service Representative

**W**e believe that great healthcare is an essential safeguard of human dignity.**

Our Mission every day is to operate as a world-class specialist medical company making and advancing technologies that preserve and restore human dignity. We do that today by helping people with pelvic and gastrointestinal conditions live normal lives, and by helping mothers and babies have safe deliveries.

If you share our values of **Aspire to Greatness, Respect All, Own It, Working Together, Persist with Passion,** and are looking to contribute and grow in a fast-paced environment, join us to enhance our customer experience with **dignity, at the heart of everything.**

Laborie Medical Technologies is currently searching for a **Technical Service Representative **to join our team remotely.

**Position Overview**:
As a key member of the Service Department, the **Technical Service Representative II **will be on the front-line representing the company and focus on providing an excellent customer experience by supporting our customers through various channels on technical issues for all products offered by Laborie. In addition, this position requires additional support to team members when customer issues are escalated.

**How you contribute**:

- Work with other technical support team members in repair department and field technicians to service the customer’s needs.
- Maintain technical knowledge and learn new products as required.
- Work in collaboration with other departments such as Quality and Customer Service to properly address and close customer complaints.
- Testing of new Laborie Medical Technologies equipment.
- Maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
- Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients.
- Escalate problems to Senior Technical Service Representative and Team Lead when required.
- Complete all training requirements on time and document according to our Quality Management System (QMS).
- Maintain and record issues in a clear and concise manner using the Technical Support Center tools and ERP systems (SAP) following our Quality Management system (QMS) procedures.
- Analyze initial customer issues and provide answers by identifying problems; sourcing answers; guiding client through corrective steps. Analyze and/or isolate the root cause of issues.
- Assisting Technical Service Representative - Level I team members in solving basic technical problems and investigating escalated issues by seeking for solutions related to these more complex issues.
- Cross-training with the Repair team and Field team and assist when needed.

**Qualifications**:

- Associate degree/certificate from a technical related field or equivalent required.
- Excellent telephone, verbal, and written communication skills.
- Demonstrated skills in time management, planning, prioritization, and administration.
- Must be flexible to work shifts between 8am and 8pm on a rotating basis or as needed.
- Experience with SAP preferred.
- Ability to analyze and solve technical problems by effectively communication with customers.
- Thorough understanding of network protocols and implementations.
- Fluent in English (written and verbal). Bi-lingual in French a plus.
- 1 to 2 years Technical Customer Service experience.
- Preferred experience in medical device manufacturing and ISO 13485 environment.
- Excellent verbal and written communication skills are required.
- Ability to work effectively under pressure in an environment with multiple priorities while demonstrating excellent attention to detail.
- Laborie_ _is a specialty manufacturer and supplier of medical technologies and devices, committed to excellence in diagnostics and therapeutics for Urological, Gastrointestinal, Obstetric, Gynecological, and Neonatal healthcare_ and committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Laborie is committed to providing access and reasonable accommodation in our services, activities, education and employment for individuals with disabilities._