Technical Service Coordinator

Technical Service Coordinator

Let's talk about the team

This position is responsible for supervising and coordinating technical staff operations to ensure proper resolution of company/client problems and participating in the development and delivery of ResMed Service Center trainings on ResMed’s LATAM customer base, serving as a liaison between customer-facing staff, Quality, Product management, technical service & customer care.

A key skill and requirement of this role is an in-depth understanding of TSV repair shop processes, internal and external customer requirements, compliance and complaint handling, and data mining techniques. This role also serves as a technical advisor to the Technical Services Department and supports all activities that facilitate Technical Service Operations regarding warranty and out-of-warranty repair work or processing.

Let's talk about you

• Act as an SME in ResMed products and assist customers with complex issues involving diagnosis, repair, and testing of ResMed products.
• Manage the whole lifecycle of technical or quality-related client issues until resolution; lead LATAM’s investigation and resolution of root causes of such issues.
• Ensure availability of work tools, machines, and other necessary equipment required for the performance of job duties.
• Monitor and report trends regarding failure modes of ResMed products. Evaluate and recommend cost-effective solutions to mitigate product problems and increase customer satisfaction, as appropriate.
• Interface and participate with QA/RA to ensure all complaints are handled efficiently, including the appropriate escalation to Product Development.
• Ensure appropriate technical knowledge base and applicable documentation are maintained for support of all ResMed Products.
• Maintain a strong background in the application of software and Device Technology.
• Maintain a high degree of knowledge about ResMed products as well as competitive products, and stay informed of the current trends in the sleep and respiratory medicine fields.
• Support product upgrade activities, both in-house and at customers (on-site).
• Design and provide training in the use of Device and software applications. Partner with the Learning Center in structured content development for deployment internally as well as externally.
• Develop, implement, and maintain external training programs for ResMed customers and potential 3rd party service providers for ResMed products. Partner with the TSV Coordinator to manage all service training requests and applications. Assist in all logistics requirements for external training sessions.
• Present reports of work operations to company management to provide information useful in taking key business decisions.
• Provide spare parts sales support to the LATAM sales team for keeping the local distributor’s spare parts stock available for prompt tech service provision.

Let's talk about qualifications

• Bachelor’s degree in an engineering or related field required.
• Must have a minimum of 5 years of medical device experience in a warranty and/or non-warranty repairs environment; combination of education and experience will be considered.
• Certifications and/or coursework in the following areas preferred: Project Management, BioMed Technician.
• Seniority Experience / Expertise are required in one or more of the following areas: Technical Training, Management, and Tiered level support – ability to operate at Tier II/III level.
• General knowledge of Microsoft Office and experience creating procedural documentation.
• Able to work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Committed to providing exceptional customer service and providing measurable results that demonstrate quality customer care.
• Professional and effective communication skills – both verbal and written.
• Ability to work independently and as part of a team in a customer-driven, fast-paced environment. Experience interacting with engineering, product marketing, and product management is required.
• Strong troubleshooting, logic, and analytical skills. Strong editing, reading comprehension, and conceptualization skills.
• Ability to simplify complex concepts and troubleshooting processes for team members and customers.
• Training experiences a plus.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive, and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

About Us

At ResMed (NYSE: RMD, ASX: RMD) we pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD, and other chronic diseases. Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease, and lower costs for consumers and healthcare systems in more than 140 countries. To learn more, visit ResMed.com and follow @ResMed.

ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

(US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant!

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Location: Brasil, BR

Posted Date: 11/25/2024