Description

Job Title

Technical Support Specialist I

FLSA Status

Non-Exempt

Position Summary

The Technical Support Specialist 1 plays a critical role in the overall customer experience and satisfaction as most of their day is spent providing operational and technical support to internal and external customers. They resolve technical and operational issues regarding ICU Medical's medical devices and safety software. A high degree of initiative and extremely strong communication skills are required to succeed in this role.

Essential Duties & Responsibilities

• Provide technical and operational direction to health care professionals responsible for the repair and analysis of product, troubleshooting non-functional devices to ensure continuity of service.

• Maintain customer concerns in appropriate databases, recognizing issues that need to be escalated.

• Effectively execute plans to manage customer interactions to obtain closure of field corrections, upgrades, and recalls in a timely manner.

• Work on special projects as they arise.

Knowledge, Skills & Qualifications

• Experience with working in a Customer Call Center environment (2 years)

• Biomedical Technician or equivalent experience (2 years)

• Use of Enterprise Resource Planning systems (i.e., Oracle EBS) (1 year)

• Use of MS Office suite of software applications (1 year)

Education and Experience

• High School diploma or GED equivalent

• Associate of Science degree in Biomedical Technology or equivalent from an accredited college or university is preferred

• Minimum of 2 years of experience required

Minimum Qualifications

• Must be at least 18 years of age

Travel Requirements

• Typically requires travel less than 5% of the time

Physical Requirements and Work Environment

• This is largely a sedentary role.

• This job operates in a professional office environment and routinely uses standard office equipment.

• The position requires the ability to work under pressure and stress common to office environments.

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.