Technical Sales Support Specialist

2 maanden geleden

Kerkrade, Limburg, Nederland Boston Scientific Voltijd

About the Role:

To provide exceptional technical support to external and internal customers in a fast-paced, 24x7 international environment. As a Technical Sales Support Specialist, you will be the primary point of contact for customers, providing timely and effective solutions to technical issues related to medical devices, computer hardware, software, network, and telecommunications systems.

Your Responsibilities:

  • Provide technical support via phone, email, and virtual applications to customers in the EMEA region, demonstrating technical expertise and exceptional customer service skills.
  • Utilize virtual applications to support customers remotely, ensuring seamless and efficient issue resolution.
  • Provide second-line technical support to internal and external customers, escalating complex issues to senior support specialists as needed.
  • Interact with customers via phone and email to diagnose and resolve technical issues related to medical devices, including computer hardware, software, network, and telecommunications systems.
  • Diagnose, identify, and isolate customer problems using historical database records to evaluate and prioritize issues.
  • Collaborate with cross-functional teams to analyze and formulate plans of resolution to address customer problems.
  • Escalate unresolved calls to senior support specialists or service groups, alerting management to recurring problems and patterns.
  • Participate in ongoing training, procedural review, reporting, and compliance activities to ensure technical expertise and adherence to company policies.
  • Participate in after-hours on-call pool for Patient On the Table (POT) calls, providing critical support to customers in emergency situations.
  • Support business processes by gathering information, analyzing requirements, and defining and documenting problems related to customer service and technical assistance center processes.
  • Provide guidance and training to team members on complex customer issues and the implementation of short- and long-term system improvements.

Requirements:

  • Education level: MBO+/HBO level or equivalent, with experience in technical specialization.
  • Excellent English verbal and writing skills, with proficiency in at least one or two additional languages (German, French, Italian, or Dutch).
  • Technical background and proficiency, with computer literacy and experience in technical problem-solving environments.
  • Relevant experience in technical support, distribution, sales, and direct customer environments.
  • A problem-solving attitude combined with liaison-focused communication skills.
  • Flexible and representative, with a willingness to work outside regular business hours.
  • Stress-proof in challenging situations, with good social and communication skills.
  • Good document practices skills, with a drive for results and a willingness to improve.

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