Specialist Support Equipment - Sophi

Great customer experience is a key driver of Rayner’s success. The Support Specialist, Equipment, is a key with direct customer interaction - internal markets or external distributors - which addresses product questions and opportunities to improve the User experience. 

This role is essential in ensuring we support our customers effectively, so the whole user experience is best in class.

What You'll Be Doing

• Answer phone calls from customers, reply to emails from customers and document the tasks/actions.
• Provide technical or clinical information to customers, and our field representatives with appropriate technical information to resolve product or procedural inquiries.
• Responds to situations where the first line of support has failed to resolve customer product, hardware and software issues.
• Use a combination of procedures, triaging and sound judgement to ensure that all inputs from all sources are evaluated for potential product complaints.
• Initiate all complaints in a timely and compliant manner as per process requirements.
• Conduct Good Faith Effort to follow-up on complaints as required.
• Help processing and closing complaints as needed or requested.
• Thoroughly document all information in various systems and ensure that all pertinent data is gathered for efficient and thorough processing of product issues.
• Co-ordinate with other departments to help with information and data gathering from accounts and customers.
• Documents all contacts via an approved tracking system per internal, FDA and ISO requirements.
• Maintain proper individual and team metrics to monitor and participate in projects to improve existing processes.
• Refine existing procedures or processes to include new knowledge from the field.
• Able to analyze and evaluate technologically complex devices.
• Provide on-call coverage after hours routinely.
• Participate in departmental projects as assigned.
• Perform other related duties and responsibilities as assigned.

What Experience Do You Need

• 1+ years of working experience in a fast-paced customer service environment
• BS degree preferred in a technical field preferably in biomedical engineering, electrical engineering or information technology
• Knowledge of FDA regulations with respect to complaint handling a plus.
• Strong computer skills (hardware, software and networking).
• Basic working knowledge of Microsoft Word, Outlook and Excel.
• Basic knowledge of interacting with ERP or other Database software.
• Needs demonstrated written and verbal communication.
• Experience with Class IIa medical devices preferred.
• Prior experience in complaint handling for medical devices a plus.

What We Can Offer You

• Be part of a global organisation who offer ways to progress internally
• Work to make a difference to millions of lives in cataract surgery
• Family allowance
• Private healthcare 
• Wellbeing allowance 
• Annual programme of fun events