Product Support Specialist

Job Description:

At Enovis™ we pay attention to the details. We embrace collaboration with our partners and patients, and take pride in the pursuit of scientific excellence - with the goal of transforming medical technology as we know it.

Because that's how we change the lives of patients for the better. And that's how we create better together. Why work at Enovis? See for yourself.

As a key member of the Customer Care Team you will play an integral part in helping Enovis drive the medical technology industry forward through transforming patient care and creating better patient outcomes.

Job Title:
Product Support Specialist

Location:
Wilmington, Delaware

Position Type/Expected Hours of Work

This is a full-time on-site position. Hours of work are Monday through Friday, 40 hours per week with varying time schedules as determined by the business (8am - 5pm, 8:30pm - 5:30pm or 9am - 6pm).

• Deliver technical service and support to our customers by gathering information on reported symptoms to diagnose the reported issue to determine if service, replacement part or resolution in the field is needed.
• Responsible for monitoring, maintaining, and closing of cases while also ensuring the queues are maintained and responded to in a timely fashion.
• Interact with customers to provide a response to inquiries, concerns, and requests about products and services.
• Ensure customers and their needs are a primary focus of one's actions to develop and sustain productive customer relationships.
• Research customer account information for status of product warranty.
• Follows documented controlled procedures and instruction to ensure all work is performed as expected.
• Updates and maintains procedures and instructions that pertain to the job function.
• Accurately process and record call/email transactions using provided computer and designated software.
• Clearly conveys ideas and information received from customer feedback.
• Process replacement and repair orders for devices when necessary to resolve customer reported issue.
• Stay current with product knowledge on changes of software, hardware, and new products launched.
• Key post sale liaise for customers with Operations, Clinical support and OSR/ISR's
• Works closely with Quality & Regulatory, Manufacturing, Service, and Shipping.
• Monitor, record and report on customer cases and failure analysis.
• Any other duties as assigned by your manager.

• Customer Centric
• Self-Motivated
• Ability to manage change
• Builds Relationships with customers and peers
• Communication Proficiency
• Diagnostic Information Gathering
• Analytical Thinking
• Organizational Skills
• Multi-tasking
• Multi-system management
• Time Management
• Ability to Prioritize and re-prioritize as needed

• Bachelor's degree in a technical or business discipline or 3-5 years of equivalent experience.
• Required to have strong communication skills and product/service knowledge.
• Positive attitude, exemplary attendance, and reliable team member
• Working Knowledge of Microsoft Office Suite

• Travel is not required for this position.

• BS/BA in technical or business discipline.
• Knowledge of Oracle, Microsoft Dynamics AX, Salesforce, or similar software
• Previous troubleshooting of equipment.
• Previous phone/email support experience.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Spending and Savings Accounts
• 401(k) Plan
• Vacation, Sick Leave, and Holidays
• Income Protection Plans
• Discounted Insurance Rates
• Legal Services