Product Support Specialist Zeltiq Aesthetics, Inc.
THIS JOB HAS EXPIRED Description
As a Product Support Specialist you will be required to align yourself with the ZELTIQ service strategy and goals. Providing world class product and technical support to all ZELTIQ customers and distributors worldwide. This position will require well rounded product support experience. Further it requires exemplary multitasking support skills.
Essential Duties and Responsibilities include the following (other duties may be assigned.):
Provide first and second tier product support via phone, email, online web tools.
Open and handle multiple service calls daily. Write and communicate on customer failure reports and technical inquiries in a timely manner.
Facilitate log retrievals from customer systems and assist with log processing and analyzing.
Conduct service call reviews and customer follow up calls daily.
Process product RMA?s.
Coordinate product replacement logistics. Handle direct communication with logistics partners.
Track service shipments and communicate status to customers and support & sales team.
Handle all aspects of warranty and non-warranty service issues.
Draft and facilitate review of post product failure follow up letters to US/CAN customers. Mail approved letters along with technical support surveys.
Track and file incoming field service reports.
Execute warranty expense data entry.
Handle non-warranty repair quotes and logistics.
Proactively seek ways to improve the coordination of global service & support activities.
Perform other related duties as assigned.
Associate?s degree preferred or equivalent combination of education and experience. 1-3 years related experience required. Previous customer or product support experience for a medical device company desired.
Previous experience in handling service calls in a timely manner.
Excellent interpersonal skills; well organized, detail oriented; strong oral and written communication skills; previous experience in conducting basic troubleshooting of medical devices and accessories via phone and email; excellent multitasking and organization skills.
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint and Access). Highly motivated and dedicated individual.
Valid driver?s license issued by the state in which the individual resides; good driving record.
Experience working in a medical device environment a plus.
Experience with CRM (Customer Relationship Management) systems, mainly SAP Business One.
Responsible for performing all duties in compliance with FDA?s Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements with which ZELTIQ complies.
||Pleasanton, CA |
THIS JOB HAS EXPIRED