Technical Support Representative

Job Summary

The Technical Support Administrative position is responsible for the call-intake step of Masimo’s Customer Complaint process. Additional duties include customer follow-up for repair and replacement requests, confirmation of repair approval fees, and logistics activities. Customers supported include internal customers (Sales team members and Clinical Specialists) and external customers (biomedical personnel and other patient care personnel). 

Duties & Responsibilities

• Promptly report all field failures and Customer complaints per the Masimo Quality System.
• Follow-up on out-warranty devices repair fee.
• Follow-up on repair/replacement of defective material.
• Decontaminate equipment & material from an external or internal source that has the potential for being exposed to blood or other potentially infectious materials.”
• Perform logistics activities (receiving/packing/shipping) as needed.
  • Manage and solve shipment escalation.
  • Supported coordinating shipping activities for finished goods with external logistics providers.
• Perform all other duties as assigned or required.

Minimum & Preferred Qualifications and Experience

Minimum Qualifications

• Minimum 3 years related experience in a call center/customer support/medical industry.
• Must be a self-starter, a "hands-on" individual who enjoys challenges and is dedicated to getting the job done with minimal support and direction. 
• Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done.
• Flexibility in reacting to new situations and adaptability to working in a new environment.
• Team player and able to ‘change gears’ to accomplish goals.
• Must be PC literate, able to use
• Must be able to communicate (reading, writing & speaking) in English and the dominant local language of the assigned region
• Fluent in local language and English is required. Other languages are a plus.

Preferred Qualifications

• Experience with general use of Customer Relationship Management applications (Salesforce.com) 
• Experience with general use of ERP systems.

Education: Administrative degree or technical experience.

Compensation: The anticipated range for this position is $25.00 to $35.00 per hour.  Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience.

Physical Requirements/Work Environment 

This position primarily works in an office environment. It requires frequent sitting, standing and walking.  Daily use of a computer and other computing and digital devices is required.  May stand for extended periods when facilitating meetings or walking in the facilities.  Some travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required. 

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.  Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.

For over thirty years, Masimo has been expanding the boundaries of noninvasive monitoring to improve patient outcomes and reduce the cost of care. Today, Masimo delivers a portfolio of hospital-trusted monitoring solutions to help increase patient safety, health, and wellness in the hospital and at home. When you join our team, you’ll be part of a culture that’s driven by passion, challenging the status quo, and making an impact in the lives of others.

Masimo is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state or local law.

***NO AGENCIES PLEASE*** Thank you!

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