We believe that great healthcare is an essential safeguard of human dignity.

Our Mission every day is to operate as a world-class specialist medical company making and advancing technologies that preserve and restore human dignity. We do that today by helping people with pelvic and gastrointestinal conditions live normal lives, and by helping mothers and babies have safe deliveries.

If you share our values of Aspire to Greatness, Respect All, Own It, Working Together, Persist with Passion, and are looking to contribute and grow in a fast-paced environment, join us to enhance our customer experience with dignity, at the heart of everything.

Laborie Medical Technologies is currently searching for a Technical Customer Service Representative to join our team in the Portsmouth, NH office.

Position Overview:

As a key member of the Service Department, the Technical Customer Service Representative will be on the front-line representing the company and focus on providing an excellent customer experience by remotely supporting our customers through various channels on the maintenance and operation for all products offered by Laborie.

How you contribute:

• Troubleshoot customer issues via telephone, e-mail, and remote internet access by gathering the customer’s information, determining the customer’s issue and attempting to resolve in a timely manner.
• Work with other technical support team members in repair department and field technicians to service the customer’s needs.
• Maintain technical knowledge and learn new products as required.
• Work in collaboration with other departments such as Quality and Customer Service to properly address and close customer complaints.
• Testing of new Laborie Medical Technologies equipment.
• Maintain adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations.
• Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients.
• Escalate problems to Senior Technicians when required.
• Complete all training requirements on time and document according to our Quality Management System (QMS).
• Maintain and record issues in a clear and concise manner using the Technical Support Center tools and ERP systems (SAP) following our Quality Management system (QMS) procedures.
• Analyze initial customer issues and provide answers by identifying problems; sourcing answers; guiding client through corrective steps. Analyze and/or isolate the root cause of issues.

Qualifications:

• Associate degree/certificate from a technical related field or equivalent required.
• Must be able to work on-site in Portsmouth, NH as needed and be located within a commutable distance.
• Excellent telephone, verbal and written communication skills.
• Thorough knowledge of PC operating systems, applications, and technologies.
• Demonstrated skills in time management, planning, prioritization and administration.
• Must be flexible to work shifts between 8am and 8pm on a rotating basis or as needed.
  
• Experience with SAP preferred. A+ an asset.
• Ability to analyze and solve technical problems by effectively communicating with customers.
• Thorough understanding of network protocols and implementations.
• Fluent in English (written and verbal). Bi-lingual in French a plus.
• Superior customer service skills and previous experience interacting with customers.

How we take care of you:

• Paid time off and Volunteer time
• Paid holidays
• Flexible work schedule and environment
• Medical, Dental, Vision, and Employee Wellbeing programs
• Health Savings Account and Flexible Spending Account
• Parental Leave and Adoption Services
• 401k Retirement Plan with Company Match
• Company-paid short-term and long-term disability and Basic Life and AD&D

Laborie is a specialty manufacturer and supplier of medical technologies and devices, committed to excellence in diagnostics and therapeutics for Urological, Gastrointestinal, Obstetric, Gynecological, and Neonatal healthcare and committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Laborie is committed to providing access and reasonable accommodation in our services, activities, education and employment for individuals with disabilities.