Customer Service Specialist

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General

The Customer Service Specialist plays a critical role in assisting in supporting healthcare providers, cardiology clinics, and hospitals by ensuring customers’ satisfaction with products, including ECG recording and analysis devices and cloud-based software and enhanced external counter-pulsation equipment etc. This specialist involves interfacing customers to handle non-technical requests, questions and feedback and serves as a liaison between customers and internal teams to address product issues, and user feedback to enhance product performance. By delivering exceptional service to our customers, the specialist will help optimize the efficiency of cardiovascular care to patients.

Duties & Responsibilities:

  • Serve as the first point of contact for healthcare providers, cardiology clinics, and hospitals regarding ECG and ABP monitoring devices, Cloud-based ECG and ABP monitoring software and EECP.
  • Address inquiries related to product usage, system setup, troubleshooting, and device maintenance.
  • Direct customers to the right departments for diagnosing and resolving any technical problems.
  • Process customer orders for equipment, devices, accessories (e.g., leads, electrodes), and software licenses while ensuring accurate delivery timelines.
  • Manage returns, replacements, and warranty claims efficiently to minimize downtime for healthcare facilities.
  • Log and track product issues, complaints, and malfunctions in compliance with FDA and ISO regulatory standards.
  • Ensure proper escalation of unresolved issues to technical support teams, quality assurance, or engineering departments.
  • Maintain positive relationships with customers, ensuring timely follow-ups and issue resolutions to enhance satisfaction.
  • Act as a liaison between customers and internal teams, conveying feedback and advocating for customer needs.
  • Collect, analyze, and act on customer feedback to identify trends, recurring challenges, and areas for improvement.
  • Work closely with R&D to communicate customer insights for product enhancements
  • Provide urgent assistance during critical failures, such as cloud platform outages or system errors, to ensure minimal disruptions to patient care.

Qualifications:

  • Education:
    • Bachelor’s degree in related fields such as Healthcare, Biomedical Engineering, Life Sciences, Information Technology, or equivalent experience.
    • An associate degree combined with relevant experience in customer service or technical support will also be considered.
  • Skills:
    • Proficiency in using CRM tools and other ticketing systems to track and resolve customer issues.
    • Competence with Microsoft Office Suite (Word, Excel, PowerPoint) and cloud-based tools (e.g., Microsoft Teams).
  • Experience:
    • 1–3 years of experience in customer service, technical support, or a related role, preferably in the medical device, healthcare technology, or diagnostics industries.
    • Experience working with cloud-based software solutions, data management platforms, or medical equipment is highly desirable.

Training Requirements:

  • Product Knowledge
  • Vasomedical quality management system