Technical Support Administrative

Job Summary :

The Technical Support Administrative position is responsible for the call in-take step of Masimo’s Customer Complaint process.

Additional duties include customer follow-up for repair & replacement requests, confirmation of repair approval fees and logistics activities.

Customers supported include internal customers (Sales team members and Clinical Specialists) and external customers (biomedical personnel, and other patient care personnel).

Duties & Responsibilities :

• Promptly report all field failures and Customer complaints per the Masimo Quality System
• Follow-up on out-warranty devices repair fee.
• Follow-up on repair / replacement of defective material.
• Decontaminate equipment & material from an external or internal source that has the potential for being exposed to blood or other potentially infectious materials.
• Perform logistics activities (receiving / packing / shipping) as needed. Manage and solve shipment escalation. Support in coordinating finished goods shipping activities with external logistics providers.
• Perform all other duties as assigned or required.

Minimum Qualifications :

• Minimum 3 years related experience in a call center / customer support / medical industry.
• Must be a self-starter, a "hands-on" individual who enjoys challenge and dedicated to getting the job done with minimal support and direction.
• Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done.
• Must have flexibility in reacting to new situations and adaptability for working in a new environment.
• Team player and able to change gears’ to accomplish goals.
• Must be PC literate, able to use
• Must be able to communicate (reading, writing & speaking) in English and the dominate local language of the assigned region
• Fluent in local language and English is required. Other languages a plus

Preferred Qualifications :

• Experience with general use of Customer Relationship Management applications (Salesforce.com)
• Experience with general use of ERP systems.

Education :

Administrative degree or technical experience.