Customer Service Manager
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- developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the Life To support our Surgical portfolio within EMEA we are currently looking for a fulltime customer-oriented remote Technical Service Specialist with excellent communication skills and the ability to explain complicated technical issues related to the Hugo robotic-assisted surgery (RAS) system and the Digital Technology DS1 (an AI-powered surgical video management and analytics platform for the operating room) to Health Care Professionals (HCP), Start-up-specialists (SUS) and Field Service Engineers (FSE). This is a great challenge for a medical technical professional with strong analytical
- and problem-solving skills and with experience in an operating room environment. Primary Responsibilities
* Provide remote technical support for the Robotic Hugo system and DS1 to HCP, SUS and FSE and serve as a technical liaison between our stakeholders and the operating unit.
* Drive the escalation process to resolve customer issues, including initiating required field service support when needed.
* Collaborate with other technical service specialists to troubleshoot complex service requests.
* Perform technical activities requiring considerable judgment and have ownership of continuous improvement projects.
* Responsible to ensure all documentation/system entries are fully complete promptly.
* Focus on remote support, with occasional onsite support / training availability (domestically and international).
* Regular
working hours
from 8:00
- 16:30 CET. On-call availability between 7AM-7PM (availability rotates between colleagues). xqysrnh Required Qualifications
* Bachelor's or master's degree in (biomedical/electrical/mechanical) engineering, with a minimum of 4 years of relevant experience or advanced degree with a minimum of 2 years relevant experience, or a medical degree with technical skills and experience.
* Fluency in Portuguese, English and Italian is required (C1
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