Technical Customer Support Specialist

vor 1 Woche


Neuenburg, Neuenburg, Schweiz Senbiosys Vollzeit

Who we are

Senbiosys has developed the VELIA smart ring, a next-generation health monitoring device leveraging proprietary and innovative PPG technology. The VELIA ring is designed to enhance health and embrace self-awareness.

Role Description

This is a full-time on-site role for a Technical Customer Support Specialist located in Neuchâtel, Switzerland. The specialist will be responsible for providing customer support, technical support, and troubleshooting for the VELIA smart ring on a daily basis. The role will be analyzing warranty claims and handling warranty-related tasks in close cooperation with engineering and logistics teams.

Key responsibilities

  • Collaborate closely with the engineering and operations team to gain a comprehensive understanding and knowledge of the product's hardware and software features and usage.
  • Help our customers with technical questions and issues.
  • Assist customers by remotely diagnosing faults or defects in non-functioning products.
  • Coordinate warranty returns together with logistics team.
  • Physically troubleshoot and test returned units in our lab.
  • Create inspection and testing procedures and work instructions for third party returns operators.
  • Oversee the total warranty processes.
  • Manage returns inventory.
  • Analyze and report failure reasons, test results, and processes to support continuous improvement and facilitate knowledge sharing across the teams.
  • Present findings, KPIs and solutions to internal stakeholders.

Qualifications

  • Technical support and troubleshooting capabilities
  • Strong analytical skills
  • Excellent problem-solving abilities
  • Strong attention to details
  • Knowledge of data analysis and reporting
  • Related programming languages that can help, like Python
  • Ability to communicate technical information clearly
  • Ability to work independently and collaboratively
  • Good English proficiency
  • Bachelor's degree in a related field

Nice-to-have

  • Knowledge of technical products and troubleshooting techniques
  • SW like Matlab
  • Knowledge of wearable technology
  • Experience in a technical customer support
  • Experience with customer support software
  • Experience in handling warranty-related tasks

What you can expect

  • Opportunity to work on a ground-breaking wearable device with a passionate, cross-disciplinary team
  • Employee-center and flexible working environment
  • Competitive salary
  • Excellent team environment
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