EN.KH.Technical Support Engineer

Proclinical is currently advertising a position on behalf of a global pharmaceutical company that specialises in minimally invasive surgery. This company is seeking a Technical Support Engineer to join their team in Austria, Germany. This exciting role will allow for an individual to provide expert front line support to all internal and external customers and contribute to positive surgical outcomes.

Job Responsibilities:

• Providing technical phone support to customers and field personnel.
• Acquiring knowledge on policies, processes and procedures; as well as detailed knowledge of products.
• Analyszing and troubleshooting complex robotic problems using either remote diagnostics or assisting over the telephone. Some on-site or in-house support may also be required.
• Recording service requests, and then action taken, using both computerised and manual documentation systems; furthermore, responsibilities will include identifying trends, making recommendations and forwarding product complaints.
• Creating articles in Knowledge Management Systems.
• Driving resolution of all system performance issues until an acceptable solution is identified and implemented.
• Driving key matrices to support corporate/departmental goals.
• Facilitating technical requests from field engineers and distributors.
• Entering, processing and tracking all cases loaded onto CRM.
• Ensuring compliance by following process in accordance with ISI regulatory instructions.
• Travelling for field support or training.
• Ad-hoc projects as assigned by management.

Skills and Requirements:

• A degree in electronics or mechanical engineering, and/or at least 2 years of related job experience.
• A minimum of 2 years field service experience specific to ISI products or complex medical systems; and a documented history of outstanding performance in this area.
• The position is home based, and so requires a dedicated work space.
• Applicants must be prepared to travel extensively for a training period of 9 to 12 months.
• Experience working in call centre support is desirable, especially in the medical device industry.
• Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
• Working knowledge of computers and standard software applications, preferably with SAP and Microsoft office.
• Effective analytical, troubleshooting, and problem-solving skills required.
• Excellent communicative and people skills, both orally and written. This includes fluency in English, and other languages as required.

To Apply:

Please click on the Apply button. Please include a short note outlining why you are interested in the role and why you think you are suitable.

In case you have difficulty in applying or if you have any questions, please call Katrin Hirschberger on +44 203 854 1141 or upload your CV on our website - www.Proclinical.com.

A full job description is available on request.

Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies.

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