Technical Support Representative I
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.

Responsibilities:

The Technical Support Representative I 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

Qualifications:
  • Associates Degree (or equivalent combination of education/training and experience)
  • 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
Travel
  • 0-10% of Time

Equal Opportunity Employer – M/F/V/D

Cardiac Science - 17 months ago - save job - block
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