Onboarding & Tech Support Representative

Job Description

Industry: Medical Equipment Manufacturing
Seniority for this role: Mid-Senior level
Department: Sales Location: EMEA-Italy Description Your mission is to deliver premium customer experience during the entire process of processing, delivering iTero Technology and technically support the customers. The Role of the Technical Support/ Onboarding representative is to be in charge of handling the communication, coordination and overall support for customers that acquired an iTero scanner before the clinical training is completed and to take care of the Technical issues. The Technical and the Onboarding support includes, educating the customer on the timeliness, logistics, office technical requirements and scanner installation process. Due to the nature of the support, they should be equipped to handle incident requests coming from internal and external users of our Scanner and CAD/ CAM services responding to customer technical issues related to proprietary hardware, software and web applications. The required tasks include, but are not limited to, remotely troubleshooting customer issues, working closely with customer service teams, communicating with customers, ensuring issues and solutions documented in the ticket system and database. Role expectations Work with customer via ticket, phone or e-mail about new scanner installation/registration or technical issue, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions related to software inquiry / navigation assistance, strong software or hardware failure identification, call back requests and others. Ability to communicate technical issues in an easily understood manner. Provide onsite repair on proprietary hardware if necessary Focal point in communication between the customer and leasing company. Guide customer throughout the leasing process, making sure that financial documents are complete and accurate. Manage and monitor customer accounts Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulation Ensure timely resolution to customer contact issue whether it is an e-mail, tickets, inbound or outbound call. Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email; such as complaint follow-ups, reassigned calls, etc. Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group. Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation). Contribute to and maintenance of the shared team knowledge base and procedures Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group. Initiate the Return Material Authorization (RMA) process Conduct Admin related tasks whenever necessary Perform other duties as assigned. What We’re Looking For Bachelor level preferred 1 – 3 years’ of experience in a similar role for a fast growing international company. Experience working with medical or other equipment preferred Excellent written and verbal communication skills in Italian and English. Any other additional language is a plus Experience working with import and export regulations preferred. Experience with Salesforce.com and/or SAP it would be consider as a plus. A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus A good understanding of networking concepts and ability to troubleshoot different web browsers. Applicant Privacy Policies Review our Applicant Privacy Policies for additional information. Global Diversity Statement At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. Equal Opportunity Statement Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire. Show more Show less