Customer Support Representative providing face - to - face support in Lloyds and Halifax branches. Opportunities for skill progression and transitions to remote roles.
About the role
- Bilingual System Support Specialist providing technical support for BD Life Sciences automated instruments. Troubleshooting inquiries via phone, chat, and email while ensuring compliance with privacy regulations.
Responsibilities
- Responds to technical assistance inquiries via phone, chat, and email, identifying customer issues and troubleshooting instrument problems of basic to moderate complexity with minimal supervision.
- Accurately documents all customer interactions in the service management system.
- Provides consistent follow-up on ongoing service cases to ensure timely resolution.
- Escalates complex or unresolved issues to System Support Engineer Level II.
- Collaborates closely with advanced support specialists and cross-functional departments as needed.
- Initiates part orders when required to support service resolution.
- Participates in on-call scheduling aligned with support coverage hours.
- Utilizes advanced tools such as merged reality and remote system access to enhance troubleshooting capabilities.
- Upholds a strong culture of privacy and data protection in compliance with HIPAA and GDPR regulations.
- Drives high levels of customer satisfaction by reinforcing confidence in BD products and services.
- Maintains a professional demeanor in all verbal and written communications.
- Performs additional duties and assignments as required.
Requirements
- At least a DEP in either field of Electronics, Computers, Biomedical Engineering, Automation with at least 2 years experience with troubleshooting and repairing electronics, fluidics and optical systems within the medical device, or similar/relevant industry products.
- Fluent in both French and English (read, write, speak).
Benefits
- Health insurance
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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