Service Support Representative

In this key role as Service Support Representative to support the service operations team. This position will help coordinate the Service group’s field resources to deliver exceptional service to all Belimed customers. This person plays an integral role in the Service organization’s customer support. Your main tasks will include: Receives and evaluates trouble calls from customer and field personnel via phone and email. Provides first level technical support to customers and field personnel by assisting with identification, evaluation, and possibly resolution of service and operational issues with the equipment. Escalates more complex service and operational issues to technical support. Processes the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status and, if required, providing a quote/ proposal and collecting purchase order information from the customer for the service call. Communicates pertinent service information and schedules Field Service Technicians to ensure all service activities are accomplished per Belimed’s commitments to the customer. Schedules, communicates, and updates customers regarding current requests for service & scheduled maintenance. Manages customer expectations and commitments in a professional manner. Identifies and develops solutions to mitigate excessive customer downtime. Maintains the schedule (work, vacation, time off, etc.) for all Field Service Technicians. Promptly escalates critical service issues to leadership in order to ensure proper resolution. Provides and follows up with customers, sales and service on new and renewed contracts proposal and enters executed contracts and maintenance Plans into SAP. Support finance with billing issues.

Belimed AG is a leading supplier of medical and surgical instrument sterilization, disinfection, cleaning products and services. The company, with its headquarters in Zug (Switzerland), has offices in 9 countries around the world and is represented in over 80 countries thanks to a strong network of distributors. We look back on more than 50 years of history, continually evolving our technology-driven portfolio of high quality products and services. As Engineers of confidence, we build trust and value for our customers, empowering them to advance medical care and protect the lives of patients and medical personnel. We believe that winning teams are the key to our success. In Belimed you will work in an international, open-minded and hands-on team in a growing industry, committed to improving the health of our society.

• Associate’s degree or equivalent work experience

• 1 - 2 years of product technical support experience or customer service experience

• Experience working in SAP or similar ERP system

• Previous experience in product technical support for customers and field service technicians

• Experience working in SAP

• Must be creative, innovative, and flexible, with the ability to work in a small team environment

• Willing and able on special occasion to work weekends and holidays

• Proficiency with MS Office and database applications

• Excellent communication skills both written and verbal with a strong focus on customer service

• Strong analytical/problem-solving and active listening/comprehension skills

• Planning, scheduling and organizational skills