Technical Product Support Specialist

A post-sales function responsible for ensuring CONMED offers “best-in-class” intermediate technical product support to both our internal business partners and external customers. This position has a high technical aptitude, combined with the passion and drive for taking care of our customers; loves problem solving, thrives in a cross-functional working environment and has strong desire to work with multiple stakeholders (e.g. Engineering, Sales, Training, Marketing, Operations, Quality, etc.).  

·      Primary customer contact for intermediate technical product support troubleshooting related issues via telephone, text, email or chat sessions.

·      Responds to intermediate customer product inquiries via telephone, text, email or chat sessions.

·      Resolves intermediate customer technical product concerns found in the product manual (IFU) raised during installation, operation, maintenance or product application.

·      Utilize CRM to record ALL customer interactions, technical support issue reported, technical resolution recommended to provide 360o visibility pertaining to ALL customer communications.

·      Research and respond to internal and external customer repair status inquiries in a timely manner.

·      Submits service requests resulting from support telephone calls, email, text or chat sessions.

·      Files internal & external customer complaints arising from troubleshooting support (provided via telephone, text, email or chat sessions) are filed within 24 hour or less.

·      Documents customer information and recurring technical issues to support product quality programs and product development.

·      Report new or recurring problems/failures to internal stakeholders (Quality, Manufacturing, R&D and Marketing).

·      Updates & maintains systems that provide answers ranging from simple to intermediate troubleshooting questions and problems.

·      Serve as an internal resource to assist sales representatives and partner with other functions when necessary.

·      Develop and maintain intermediate level knowledge of CONMED assigned product portfolio.

·      Must be available to provide occasional, on-call support to cover nights and weekends on a rotating basis.

·      Other duties as directed by the Technical Product Support Supervisor or Manager.

Preferred Qualifications:

·      Experience using MS Office and ERP/CRM systems

·      Customer service/call center experience

·      Medical device experience

Requirements:

·      Qualified candidates would possess a bachelor’s degree of some kind.

·      About 20% travel required for this role 

Disclosure as required by applicable law, the annual salary range for this position is 52,000 to 80,000. The actual compensation may vary based on geographic location, work experience, education and skill level. The salary range is CONMED’s good faith belief at the time of this posting.

CONMED is an Equal Opportunity Employer & an Affirmative Action Employer. CONMED is a strong advocate of workforce diversity. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800-325-5900 option #3.