Technical Support Specialist

Job Description

Who we are:

Summit is a highly responsive service company in the medical imaging industry. We offer the best customer support and innovation in the market. We are committed to making our customers heroes, minimizing downtime, helping control costs, and providing the highest quality solutions for our clients. Each of us at Summit is committed not only to our clients but also to each other.

Job Summary:

The Technical Support Specialist will provide both technical service and support to Biomedical/Clinical Engineers. Responsibilities include resolving technical issues by phone and e-mail inquiries, as well as Field Service Support. All Technical Support will be given in accordance with contractual requirements by maintaining timely, complete, and accurate troubleshooting as well as resolution. This person must be organized, detail-oriented, results driven, reliable, excellent at multi-tasking and able to work well with others. This person will be working on the Salesforce (SF) Platform utilizing Salesforce & Rootstock, be organized, detailed oriented, process driven, reliable, excellent at multi-tasking, able to work well with others, learn new skills as needed and be willing to set career building goals for future growth.

Customer Retention:

• Build and maintain strong working relationships with customers

• Participates in Technical Support customer outreach

• Travel as needed to resolve customer issues

• Resolve Technical Support issues

• Manages specific customer accounts to enhance customer experience

• Analyze and report health of customer relationships

Operational:

• Handles complaints and provides appropriate solutions and alternatives within the time limits and follows up to ensure resolution

• Receives and efficiently processes customer orders

• Assist with Field Service activities

• Receives and efficiently processes customer orders

• Participate and assist in improving Hero Kit program

• Continuously grows and maintains customer relationships

• Quick response to customer communication including email and phone calls

• Executes and improves outbound customer service processes

• Responsible for creating and editing CSR work instructions to ISO standards

• Backup for other departments when needed

• Meets or exceeds KPI objectives

New Account Development:

• Actively pursues new customer opportunities

• Increases growth through organic referrals

Education & Experience:

• AA or equivalent experience

• 2 years general office support experience

• Experience with Salesforce a plus not required

• 2 years customer service experience

• Accounting experience a plus

Required Knowledge, Skills & Abilities:

• Proficient with Microsoft Office Suite (Word, Excel), G-Mail

• Ability to work in a team environment

• Organized and detail-oriented and able to meet deadlines

• Communicates clearly, efficiently, and accurately with co-workers

• Impeccable personal integrity and business ethics

Benefits:

RSA’s offers the following benefits as part of its Total Rewards program:

• Salaried position

• Excellent opportunity for development and advancement as part of our employee

engagement model

• Medical, dental, vision, disability, profit sharing, and 401k retirement plan benefits

• Paid company holidays and time off

• Weekend or Evening hours may be required to support emergency needs and

scheduled coverage