Support Specialist I Jobs

Responsible for answering incoming technical and clinical application calls and emails regarding anesthesia and monitoring equipment from internal and external sources. Provide vital technical and clinical support to internal staff for new product development.

Major Duties

Technical Support and Training

• Works directly with manufacturers and customers to facilitate service repairs, preventative maintenance recommendations and replacement items.
• Assists with requested training or CE events as needed.
• Answers incoming calls and emails; resolves customer issues and logs conversation into the customer database.
• Provides support tools and training to new Service Technicians as needed on monitoring and anesthesia.
• Provides Monitor or Anesthesia Machine In-service and/or demo training to customers as needed.
• Assists Service Technicians as needed with parts identification and troubleshooting.
• Works directly with sales agents to support sales recommendations, provide competitive analysis of product and aids in client education of product usage.
• Assists with installation questions or difficulties that may need to be resolved.

Clerical Duties

• Order entry, forecasting, record keeping and daily ship log for Banfield Hospitals.
• Attends Regional or National Sales meetings as requested.
• Issues Work Order (RMA) number for customer repairs at Patterson Veterinary NRC.
• Invoices Work Orders when repair has been completed at Patterson Veterinary NRC.
• Runs Outstanding Customer Returns report from vaporizer database and call customer/track vaporizer returns to ensure they are received in a timely manner.
• Order entry as needed for internal and external sources.
• Issues credits as needed which includes adjusting inventory and the quarantine of vaporizers until credit is processed.

New Product Development

• Researches and reviews new product or competitive product information and updates matrices as needed.

Minimum Qualifications

• Outstanding troubleshooting skills.
• Courteous and professional phone manner.
• High School Graduate or Equivalent required.
• Certified Veterinary Technician or Equivalent License or Registration (LVT or RVT) required.
• Occasional travel as needed.
• Strong organizational skills and focused on being dependable, reliable and punctual.
• Ability to multi-task in a fast-paced environment.
• Prior experience in the area of anesthesia and monitoring.
• Outstanding problem-solving skills.
• Excellent communication skills, both oral and written.
• Ability to work and contribute to a team environment.
• Strong user knowledge of MS Office Suite.

Preferred Qualifications

• Prior customer service or technical support experience.
• Associates Degree in Applied Science or Bachelor Degree.

Working Conditions

• Lifting or carrying, light physical activity, up to 25 pounds

Environment Factors

• Position involves frequent communication with (customers, inside staff, etc.) and requires ability to understand and effectively exchange accurate information.
• Operating a computer for up to 8 hours/per day.

Travel and On-Call

• For this position being on-call is not required.
• This position requires minimal travel (10%) in a national area.