Customer Service Technician 8/25/2016

Cytonome Boston, MA

Company
Cytonome
Job Classification
Full Time
Company Ref #
29282335
AJE Ref #
575981841
Location
Boston, MA
Job Type
Regular

JOB DESCRIPTION

APPLY
EDUCATIONAL BACKGROUND:

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AS in engineering, equivalent technical field degree, or equivalent technical experience

EXPERIENCE:

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5+ years in technical customer service, preferably complex medical devices or equivalent

OTHER REQUIREMENTS:

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Experience training customers on equipment operation
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Familiarity with complex instrumentation, biomedical equipment or equivalent
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Ability to travel to customer site (must have passport)
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Strong technical ability and troubleshooting experience
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Strong knowledge of service reporting/tracking software packages (CRM)
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Demonstrated strong problem solving skills
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Attention to detail, strong interpersonal and documentation skills, and high work ethic

JOB FUNCTION:
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Install new product line at customer site and perform functional verification testing
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Train users on device operation and trouble shooting
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Interface between customers and manufacturing or development engineers to resolve customer complaints and field failures
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Track and provide reports on customer complaints and field failures
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Provide recommendations on service tracking/reporting software packages
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Manage trouble-shooting guidelines on several product lines

JOB RESPONSIBILITIES:

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Receive & document in-bound technical troubleshooting calls and follow-up in a timely manner
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Liaison between 3rd Party Field Service Technicians, Manufacturing, and R&D groups
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Recommend customer service improvement programs for existing and new products
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Assist in development of Fault-Tree and respond to customer requests
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Deliver world-class customer service and build customer satisfaction
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Adhere to safety rules, manufacturing procedures, company policies and procedures, QSR and ISO regulations