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Customer Technical Support Engineer (Remote CST/EST)

Job Title

Customer Technical Support Engineer (Remote CST/EST)

Job ID

14654

Location

Medford New York

Customer Technical Support Engineer – Remote EST/CST
Work Start Time: 8am or 9am EST

About us:

AccuVein is the global market leader in vein visualization technology. Our NIR vein visualization device projects a vivid map on the skin of the underlying superficial vasculature, often invisible to the naked eye. Our technology supports peripheral IV assessment and access decisions. AccuVein’s mission is to deliver novel technology solutions that improve venous assessment and vascular access outcomes. We are seeking exceptional talent to join our growing organization and to expand the depth of our Team.

What is the job:

As a Customer Technical Support Engineer, you will provide timely Tier 1 troubleshooting of AccuVein product malfunctions to medical device customers via phone, and subsequent RMA administration. You will be expected to provide basic technical support and troubleshooting in a positive and professional manner to customers who are typically hospital biomedical engineers or nurses. You will also interface with Engineering, Sales, Manufacturing, Marketing, and Finance to ensure high customer satisfaction with post-sale support.

To be successful, you should have:

  • Bachelor’s degree required with major in biomedical engineering, life sciences, healthcare, or communications.  If no degree, then minimum two years related work experience. 
  • 2+ years of working knowledge of FDA and/or ISO 13485 and requirements for complaint handling required.
  • Medical device industry and background required.
  • Experience with CRM software applications preferred (e.g., Salesforce.com).
  • Proficiency with Microsoft Office (Excel, Word, Outlook, PowerPoint
  • Team player – takes responsibility for mistakes/problems, generously helps colleagues and gives credit for colleagues’ successes.
  • Supports product sales representatives by providing useful information about customer status and customer histories.
  • Exceptional listening skills and empathy. Outstanding verbal and written communication skills (must be clear, accurate, and concise). Typographical errors must be non-existent or very rare.
  • Demonstrate exceptional customer service, public relations, and telephone etiquette techniques.  Consistently demonstrate effective interaction with customers in a friendly, courteous, and informative manner. Follow up and follow through all cases until customer receives best in class service.
  • Ability to de-personalize interactions with difficult or irrational customers. Exercise good judgment on when to alert management and/or sales reps about customer behaviors. Ability to maintain sense of humor when a customer is uncooperative or irrational.
  • Understand basic medical terminology.  Excellent technical and analytical skills.
  • Minimum 3 months experience in a customer facing position.  If no such prior experience, then demonstrated interest and ability to do customer facing post-sale product support work.
  • Must be able and willing to start work daily at 8am or 9am EST.

Your responsibilities as the Customer Technical Support Engineer will include:

  • Quickly learn and consistently adhere to company’s Quality System Procedures for post-sale service, consistently ensuring complete and timely compliance with FDA regulations on Complaint Handling, product tracking, etc.
  • Record, evaluate, and close product Complaints per AccuVein’s Quality Management System. Manage all details of a customer Complaint from start to finish, ensuring effective and timely resolution, Complaint closure, and customer satisfaction.
  • Act as company’s single point of customer contact for each service case, which can be a Complaint or Inquiry. Provide effective and timely troubleshooting assistance to customers and distributors via phone and email.
  • Verify service entitlements and explain customer options for product repairs and replacements.
  • Create, monitor, and close Return Material Authorizations(RMAs) for units that require replacement or investigation. Order replacement units under warranty.
  • Escalate as appropriate to Tier 2 Customer Support for resolution of new, complex and/or unusual product problems.
  • Maintain accurate customer data in Salesforce.com (Warranty Entitlements, Account Contacts, customer communications, etc.)
  • Help identify opportunities for service process improvements

What we offer you:

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation of $30.72 to $31.25 per hour, commensurate with experience, and an extensive benefits package including:

  • Medical, dental, and vision benefits
  • Generous Paid Time Off (PTO)
  • 10 Paid Holidays
  • 401k Program

AccuVein also works to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.