Technical Services Associate - Permanent
Located in Galway, Ireland
This role involves providing technical support to customers, distributors, and internal teams via phone, web-based tools, and email. The successful candidate will assist customers by providing guidance on product use and addressing specific user issues while maintaining compliance with medical device and diagnostics post-market surveillance regulations.
Key Responsibilities:
* Respond to customer inquiries and complaints in a professional and friendly manner.
* Manage group mailboxes and prioritize tasks to ensure timely resolution of all inquiries and complaints.
* Provide first-level support for troubleshooting customer complaints across the designated product range.
* Document complaints and inquiries accurately using established guidelines and procedures.
* Communicate investigation conclusions to customers through written reports and phone conversations.
* Resolve complaints and inquiries within target timelines as described in key performance indicators.
* Evaluate opportunities to drive process improvements that positively impact team performance and customer experience.
* Develop expertise in product specialties and share knowledge within the Technical Support team.
* Execute Quality System processes.
* Maintain ability to work remotely if required.
* Perform other duties as assigned.
Requirements:
* Bachelor's Degree in a relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
* Minimum 1-year experience in a medical/clinical environment or customer-facing support role in an associated industry.
* Fluency in English and German.
* Residency in the Galway area.