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Experienced Customer Support Specialist II - Field Based Remote with 50% Travel - Los Angeles, CA
Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Specialist II to join our team in Los Angeles, CA. As a key member of our field-based remote team, you will provide technical support solutions to our customers, ensuring their satisfaction and loyalty while driving business growth and profitability. About arenaflex arenaflex is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. With over 114,000 colleagues serving people in more than 160 countries, we are committed to making a meaningful difference in the lives of our customers and communities. Why Join arenaflex? At arenaflex, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You'll also have access to: * Career development with an international company where you can grow the career you dream of * Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year * An excellent retirement savings plan with a high employer contribution * Tuition reimbursement, the student debt program, and education benefit - an affordable and convenient path to getting a bachelor's degree * A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune * A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists The Opportunity This position is remote, and qualified candidates must currently live in the Los Angeles, CA area. You will travel up to 45-50% to support our customers and achieve business objectives. As a Customer Support Specialist II, you will: * Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance * Efficiently provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance * Go above and beyond to respond to customer needs by partnering with sales, marketing, and other functional areas while adhering to current compliance guidelines * Represent the arenaflex Diagnostic Division to its customers, providing on-site support and troubleshooting complex instruments * Support field personnel and District business objectives and goals * Provide direction and develop mentoring skills to mentor other Field Service Representatives * Troubleshoot and resolve complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database * Understand and follow the Quality System through accurate and timely documentation of complaint resolution * Understand and practice regulatory and compliance procedures * Maintain a safe work environment following laboratory safety guidelines * Schedule and complete routine preventive maintenance, installations, and other updates provided by arenaflex Integrate Effectively into the Service Team * Work effectively within a diverse and dynamic team environment * Support on-call rotation * Time, territory, and inventory management * Standby and after-hours responsibilities * Flexible working hours * Unpredictable Travel * Travel for the support of other territories and training * Providing on-site critical account support inside and outside of district boundaries Responsible for IRL Ownership to Achieve Organizational Goals and Customer Satisfaction * Responsible for working cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T) * Responsible for maintaining ownership of customer issues until successful escalation or handoff takes place * In addition, this position requires the following: + Superior technical competency + Pro-Active Account Management + Complete instrument training across geographical IRL Key Responsibilities * Implement and maintain the effectiveness of the quality system * Provide superior customer service through applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations * Delight our customers by providing support, including installation, Preventive Maintenance, and Technical Service Bulletins and repair by documenting, following up, and closing calls as per arenaflex Diagnostics' quality system * Partner cross-functionally and internally while maintaining positive relationships and ensuring issues are addressed and resolved efficiently and satisfactorily while exceeding customer needs * Successfully achieve the established business metrics, including service sales, cost of service, and key performance indicators for assigned customers/accounts * Champion the utilization of remote support tools to proactively improve instrument uptime * Proactively improve expertise through continuous learning and certifications * Scope of responsibility includes representing arenaflex Diagnostics to assigned customers in a professional manner and forthright and ethical manner Required Qualifications * Bachelor's degree or equivalent relevant experience required * Travel up towards 20% Preferred Qualifications * Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology * Practical experience in interfacing with customers * Troubleshooting/problem-solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, PowerPoint, Internet, Remote Computing i.e. VPN, remote troubleshooting, etc.), effective communication skills, and strongly demonstrated interpersonal skills Compensation and Benefits The base pay for this position is $24.80 – $49.60 per hour. In specific locations, the pay range may vary from the range posted. arenaflex offers a comprehensive benefits package, including health and wellness benefits, retirement savings plan, tuition reimbursement, and education benefit. How to Apply If you are a motivated and customer-focused professional looking for a challenging and rewarding career opportunity, please apply now! arenaflex is an Equal Opportunity Employer, committed to employee diversity. Apply for this job
