Technical Support Specialist Data Sciences International (DSI)
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DSI is the world leader in implantable telemetric monitoring devices and physiologic analysis software. Our customers include companies in the Life Sciences industry, Pharmaceutical and Biotech companies, Contract Research Organizations, Universities and other publicly funded research institutes. DSI?s headquarters, manufacturing facility and R&D are based in St. Paul, MN, USA. DSI currently has 180 employees worldwide, with regional offices in the USA, Europe (France, Germany, Italy and the UK) and China.
In response to our growth and to continue to achieve high levels of customer satisfaction, DSI is recruiting a Technical Support Specialist in Europe. The main mission of this new position is to assist our customers with the understanding of the capability and functionality of our products, the quick resolution of any issues that may arise, any training needs, and the startup or installation of our products. 75% of this position involves in office phone call and e-mail communication, with up to 25% travel within Europe.
After a training period in our USA headquarters and possibly other European locations, the Technical Support Specialist will work from a home office. Ideal employee location should be near a city that offers easy travel connections within Europe, preferably in Germany or France. This position will report to the European Sales Manager based in Germany. DSI will provide all necessary tools, including fixed and mobile phone services, high-speed internet access and cover all travel related expenses.
Essential functions of the position:
Assist customers with issue resolution:
Working with customers to identify and resolve issues quickly.
Capture issue and solution for future reference, documentation of the issue and resolution. Create and complete cases and solutions. Create Knowledge database and solution advisor records.
Follow up with customers to verify issue has been resolved.
Work with Surgical Team to help identify and resolve surgical related customer issues.
Work with global support team:
Attend daily and weekly conference calls with support team to relay customer issues and provide insight into possible solutions.
Provide backup support for other regions of the world as necessary.
Increase Customer understanding of the capabilities and functionality of our products:
Perform on-site customer training including system setup, software training and application knowledge.
Depending on experience and abilities, assist customers with GLP validation.
Support the European Technical Sales team by:
Work with Technical Sales Representatives on pre-sale activity for highly technical demonstrations.
Possible travel to user groups meetings.
Qualifications and Experience:
Associate or Bachelor?s Degree in electrical engineering, biomedical engineering, software related to life sciences (physiology), or science degree with emphasis on instrumentation.
At least 3 years? experience, preferably working in the life science sector as technician or scientist using or managing instrumentation& monitoring systems.
Willingness and aptitude to identify, diagnose and resolve problems with customers, by phone, email and in person. Strong communication skills together with good customer relations and customer skills are essential.
Ability to install, test and troubleshoot DSI related products and software, as well as Microsoft Windows and Windows based applications such as MS SQL, OS security configuration. Familiarity with Network support and troubleshooting. Understanding of electronics with a Radio Frequency aptitude would be a plus.
Fluent English both written and spoken, fluent German and/or French. Other languages a plus.
Be a team-player, yet possess the ability to work independently from a home office environment.
This position is available from July 1st, 2013.
To apply, please send your C.V., your motivational letter explaining why you think you are qualified for the position, and current salary information.
DSI offers compensation and benefits in-line with local employment laws and conditions in the country of residence. Salary is commensurate with qualifications and experience. All applications are treated in the most confidential manner. DSI is an equal opportunity employer.
||St. Paul, MN |
THIS JOB HAS EXPIRED