Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
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
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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