Technical Support Representative II
Cardiac Science - Waukesha, WI

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Cardiac Science develops, manufactures, and markets a family of advanced diagnostic and therapeutic cardiology devices and systems, including automated external defibrillators (AEDs), electrocardiograph devices (ECGs), cardiac stress systems and treadmills, Holter monitoring systems, hospital defibrillators, cardiac rehabilitation telemetry systems, and cardiology data management systems (informatics) that connect with hospital information (HIS), electronic medical record (EMR), and other information systems. Cardiac Science is the successor to the cardiac businesses that established the trusted Burdick ® , HeartCentrix ® , Powerheart ® , and Quinton ® brands.

The Technical Support Representative II provides technical phone support to customers, field sales representatives and field service engineers.

Essential Responsibilities
Responsible for diagnosing equipment problems and recommending solutions
Provide product support interface with engineering and field service and will also be responsible for the technical training for the Field Service Engineers
Ensures that responses to customer inquiries provide value
Works effectively and efficiently to resolve customer issues or escalate to next level of technical support
Researches, resolves and documents technical issues
encountered on customer’s products
Develop tools for Technical Support for troubleshooting and
problem analysis
Maintains appropriate databases and history files
Dispatches calls to field service organization
Service Parts order entry
Maintains professional demeanor during all interactions with customers and co-workers
Provides suggestions for improvement of departmental processes

Required Qualifications
Associates Degree (or equivalent combination of education/training and experience)
2+ years of experience in technical support
Experience with PC hardware, Windows 2000, Windows XP, and application support
Strong problem solving skills
Familiarity with intermediate network skills and TCP/IP
Excellent oral and written communication skills
Excellent customer service skills
Ability to interact with internal and external customers, at varying levels of the organization
Desired Qualifications
Experience in the healthcare industry
0-10% of Time

Equal Opportunity Employer – M/F/V/D

Cardiac Science - 2 years ago - save job
About this company
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