Technical Support Specialist

Receive and respond to telephone calls and emails from end users;

Document all complaints and failures per the Masimo Quality System;

Provide first and second level technical support and training;

Initiate repair/replacement of failed and/or defective products;

Be the customer advocate for all matters involving Service;

Provide technical consulting to sales team

Follow up on Technical Bulletins for Masimo products;

Identify potential Customer training issues and propose solutions;

Convey information from the field regarding product suggestions, improvements and enhancements to Product Marketing;

Maintain a knowledge base of troubleshooting training;

Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved;

Provide technical review of all training and supporting user interface documentation;

Monitor Technical Support process and procedures. Initiate changes to optimize the process;

Be able to work with and be knowledgeable of biohazard products and procedures;

Maintain account management for service related activities;

Occasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective;

During travel, must be able to lift up to 45 pounds of tools and equipment;

Perform all other duties as assigned or required;

Qualifications:

2-3 years’ experience in customer service role

Strong ‘hands-on’ skills, with ability to perform detail-oriented work with high degree of accuracy;

Must have flexibility in reacting to new situations and adaptability for working in a new environment;

Must be PC literate, have excellent organizational, communication, and writing skills;

Ability to travel both domestically and internationally; eligible to apply for a Passport;

Ability to work on a rotating after-hours on-call schedule;

Ability to lift 45 lbs on an occasional basis;

Fluent in Italian and English.

The annual salary range for this role is 28,000 – 36,000 Euro. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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