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Technical Services Customer Support Specialist
vor 2 Monaten
Company Overview
Electro Medical Systems S.A. is a premier manufacturer of high-precision medical devices, specializing in dental prophylaxis, orthopaedics, and urology. With a dedicated workforce of over 700 skilled professionals, we strive for continuous enhancement of our products and services at our headquarters and globally. Our commitment is to achieve unparalleled excellence.
Position Overview
The Customer Support Coordinator in Technical Services plays a crucial role in maintaining customer relations. This position involves managing customer inquiries, conducting remote troubleshooting in French and German, as well as overseeing billing and repair service logistics.
Key Responsibilities
- Manage returns from customers, partners, and subsidiaries effectively.
- Provide customer support via email or phone (German proficiency required) and address their inquiries.
- Conduct first-level technical troubleshooting to resolve issues remotely, collaborating with technical support and the First Level Coordinator.
- Document essential information in the CRM system to facilitate smooth operations and maintain accurate records.
- Support the Sales team with specific technical inquiries.
- Process orders for replacement parts as needed.
- Handle billing and shipping processes within the ERP system.
- Assist with loan management during the absence of the designated personnel.
- Occasionally assist with the unpacking, sanitizing, and recording of devices.
- Contribute to departmental optimization through active participation in improvement initiatives.
- Adhere to safety protocols and guidelines.
Qualifications
- 3 to 5 years of experience in a similar capacity.
- Familiarity with ERP and CRM systems.
- Bilingual in German or Swiss German, with a strong command of French and English.
- Exceptional interpersonal skills.
- Service-oriented, adaptable, and capable of working efficiently in a dynamic environment.
