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Technical Support Representative
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Global Surgical Corporation
Installation, Maintenance, and Repair
Saint Louis, MO
17-21 per hour
his position involves helping customers and sales representatives troubleshoot technical issues with Global Surgical Corporations'' products via phone and email. The Technical Support Representative (TSR) communicates with customers, sales representatives, field service technicians and internal staff regarding a broad range of technical problems to identify potential causes and offer solutions in a manner that expedites resolution. Customers'' knowledge varies greatly and the TSR must be able to communicate effectively with all customers (e.g., doctors, nurses, medical assistants, contractors, sales reps) with varying technical abilities. The TSR must provide assistance while maintaining a positive impression of Global in the customer''s eyes by always remaining helpful, courteous, and professional. A successful TSR must have an innate desire to help customers, be a team player, and possess the ability to work well with colleagues in every department within the company (e.g., production, engineering, sales and marketing, accounting, shipping, and quality control). The TSR should possess the desire to learn about new and existing products and the ability to multi-task in a fast-paced environment.
Computer use is an important part of this position. The TSR spends the majority of the day using a computer to communicate others, access information, track orders conduct research and enter information to generate return authorizations and sales orders.
Interpersonal skills are also a fundamental requirement of this position. The TSR''s interactions must always be friendly, helpful and professional resulting in positive experiences for our customers, agents, field service technicians and internal staff.
ESSENTIAL JOB FUNCTIONS
Provide support for an array of products via the telephone and computer.
Apply knowledge, research and troubleshooting skills to analyze product technical issues and develop solutions.
Effectively and professionally interacts with all contacts, external and internal.
Maintain a positive disposition even when the caller may be agitated due to equipment not working.
Complete all necessary paperwork accurately and timely to implement and track product support solutions, e.g., Sales Orders, Return Authorizations, Service Calls, Field Complaints and Loaner Requests
Interact with other departments to constructively implement customer solutions, solve internal process problems and prevent future equipment and internal procedural problems.
Provide product information to domestic and international sales representatives and service technicians to assist them in selling products and/or troubleshooting product issues
High School Diploma or GED
Computer skills - The ability to use the following software or software type applications:
Microsoft Office - Word, Excel, Outlook
Adobe Acrobat - markup existing pdf documents
Inventory Control and Order Entry (MRP System)
Internet - search/find information related to customers or optional equipment
Mapping - Location software (streets and maps)
Electrical - Ability to understand interconnect diagrams used to troubleshoot malfunctions of an electrical nature
Mechanical - Ability to read equipment assembly drawings to understand component functions, potential failures, and to identify and communicate technical solutions
Optical - Ability to understand basic optical concepts of lenses, prisms, and optical systems
Hydraulic - Ability to troubleshoot malfunctioning electrically/hydraulically operated exam chairs - consisting of pump, manifold, reservoir, hoses, and cylinders
Ability to multi-task in a fast-paced environment
Ability to work independently and be self-motivated and self-directed
Meticulous attention to detail
Strong work ethic and reliability
Strong teamwork skills
A sense of corporate and medical protocol
The majority of this work is done in a seated position at a desk with a computer and telephone. Occasionally requires going into the plant to view product or communicate with staff
Occasional lifting of light items (under 20 pounds)
Equal Opportunity/Affirmative Action Employer
Competitive benefits package. Medical and dental starts on day of hire.
Health Insurance, Dental Insurance, Disability Insurance, Paid Vacation, Paid Sick Leave, 401(k), Profit Sharing
Saturday - Jan. 16, 2021
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