Customer Support Technical Specialist

hace 1 semana

Alajuela, Alajuela, Costa Rica Nevro A tiempo completo

Job Overview

At Nevro, delivering an exceptional customer experience is paramount to our success. The Technical Services Specialist plays a vital role in addressing product and therapy inquiries, ensuring that our customers receive the support they need. This position is essential for maintaining the quality of our offerings and providing much-needed relief to our clients.

Key Responsibilities

  • Manage incoming calls and emails from customers, patients, and sales representatives, documenting all issues accurately.
  • Offer technical and clinical insights to patients, healthcare providers, and field representatives to resolve inquiries regarding our products and procedures.
  • Address complex situations where initial support efforts have not resolved customer hardware and software challenges.
  • Evaluate all feedback from various sources to identify potential product complaints, utilizing established procedures and sound judgment.
  • Initiate and document complaints promptly, adhering to process requirements.
  • Conduct follow-ups on complaints as necessary, ensuring thorough communication.
  • Assist in processing and closing complaints as needed.
  • Maintain comprehensive documentation in various systems to ensure efficient handling of product issues.
  • Collaborate with other departments to gather information and data from patients and customers.
  • Ensure all contacts are documented through an approved tracking system in compliance with internal, FDA, and ISO standards.
  • Monitor individual and team metrics to engage in projects aimed at enhancing existing processes.
  • Refine current procedures to incorporate new insights from the field.
  • Analyze and assess technologically advanced devices.
  • Provide after-hours on-call support as required.
  • Participate in departmental projects as assigned.
  • Perform additional related duties as necessary.

Qualifications

  • Bachelor’s degree in a scientific, technical, or medical discipline.
  • Minimum of one year of experience in a dynamic customer service environment.
  • Experience with Class III medical devices is preferred.
  • Previous experience in complaint management for medical devices is advantageous.

Skills and Expertise

  • Bachelor’s degree in a technical field, ideally in biomedical engineering, electrical engineering, or information technology.
  • Familiarity with FDA regulations regarding complaint handling is a plus.
  • Proficient computer skills, including hardware, software, and networking.
  • Basic proficiency in Microsoft Word, Outlook, and Excel.
  • Understanding of ERP or other database software is beneficial.
  • Strong written and verbal communication skills are essential.

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