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Customer Technical Support Representative
Pentax Medical • Montvale, NJ 07645 • Posted 30+ days ago
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Hybrid • Full-time • Junior Level
Job Highlights
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The Customer Support Representative at PENTAX Medical operates within the Customer Solutions Team, supporting Sales Representatives, the Field Service team, and customers by solving problems via telephone and email. This role involves providing high-quality service in a fast-paced environment, researching and resolving issues, offering technical support, and maintaining documentation for audit compliance. The position is hybrid, based in Montvale, NJ, with a shift starting at 6:30 AM EST.
Responsibilities
- Provide high-quality, exceptional service in a fast-paced environment.
- Research and resolve issues to ensure customer satisfaction and retention.
- Offer telephone technical support for internal and external customers.
- Document and escalate unresolved issues appropriately to Tier-2.
- Support Sales Representatives with special requests and inquiries within 24 hours.
- Process orders and returns accurately within 12 hours.
- Accurately enter data into ERP (D365) and CRM (Salesforce) systems.
- Collaborate with other departments to process orders and solve technical problems.
- Assist outside sales with customer inquiries, order tracking, and delivery follow-ups.
- Create high-quality customer interactions with creative solutions.
- Maintain documentation and approvals for orders to ensure audit compliance.
- Maintain files and ensure timely documentation, as well as adherence to all processes.
- Perform administrative duties such as creating accounts, quotes, orders, and handling billing.
- Prepare quotations for sales representatives and customers.
Qualifications
Required
- 1-3 years in customer service, preferably supporting sales teams or in the medical device industry.
- Experience with SAP D365 or Salesforce is a plus.
- Strong attention to detail.
- Strong problem-solving abilities.
- Ability to multitask in a fast-paced environment.
- Excellent written and verbal communication skills.
- Outstanding phone etiquette.
- Quickly and easily builds rapport with colleagues and customers
- Positive and professional demeanor.
- Reliably work 3 days a week from Montvale, NJ, starting at 6:30 AM
Preferred
- Bilingual English/Spanish
Full Job Description
About PENTAX Medical
Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.
Position Opening: Customer Technical Support Representative
Why JOIN Us?
We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its Customer Solutions team and provide a collaborative and encouraging work environment.
PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy.
Want More INFO?
The Customer Technical Support Representative operates as part of the Customer Solutions Team and supports the Sales Representatives, the Field Service team, and customers. Goes the extra mile to resolve customer challenges with our products via in-bound and out-bound telephone and email requests while providing a high-quality experience. Focus on Tier 1 troubleshooting and resolution while maintaining customer satisfaction
Responsibilities of the Customer Support Representative:
+ Provide high-quality, exceptional service in a fast-paced environment.
+ Research and resolve issues with products to ensure customer satisfaction and retention.
+ Provide telephone technical support for internal and external customers.
+ Follow predetermined troubleshooting scripts to identify the issue and provide simple solutions.
+ Document and escalate unresolved issues appropriately to Tier-2.
+ Process orders and returns accurately
+ Accurately enter data into ERP (D365) and CRM (Salesforce) systems.
+ Collaborate with other departments to process orders and solve technical problems.
+ Assist outside sales with customer inquiries, order tracking, and delivery follow-ups.
+ Maintain documentation and approvals for orders to ensure audit compliance.
+ Support Sales Representatives with special requests
+ Perform administrative duties such as creating accounts, orders, and handling billing.
+ Office hybrid role, shift starts at 6:30AM EST in Montvale, NJ.
Requirements of the Customer Technical Support Representative:
+ 1-3 years in customer service, preferably supporting sales teams or in the medical device industry.
+ Experience with troubleshooting a device via the phone to customers
+ Experience with SAP D365 or Salesforce is a plus.
+ Strong attention to detail.
+ Strong problem-solving abilities.
+ Ability to multitask in a fast-paced environment.
+ Excellent written and verbal communication skills.
+ Outstanding phone etiquette.
+ Quickly and easily builds rapport with colleagues and customers
+ Positive and professional demeanor.
+ Reliably work 3 days a week from Montvale, NJ, starting at 6:30 AM
+ Bilingual English/Spanish Preferred
It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.
Position Opening: Customer Technical Support Representative
Why JOIN Us?
We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its Customer Solutions team and provide a collaborative and encouraging work environment.
PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy.
Want More INFO?
The Customer Technical Support Representative operates as part of the Customer Solutions Team and supports the Sales Representatives, the Field Service team, and customers. Goes the extra mile to resolve customer challenges with our products via in-bound and out-bound telephone and email requests while providing a high-quality experience. Focus on Tier 1 troubleshooting and resolution while maintaining customer satisfaction
Responsibilities of the Customer Support Representative:
+ Provide high-quality, exceptional service in a fast-paced environment.
+ Research and resolve issues with products to ensure customer satisfaction and retention.
+ Provide telephone technical support for internal and external customers.
+ Follow predetermined troubleshooting scripts to identify the issue and provide simple solutions.
+ Document and escalate unresolved issues appropriately to Tier-2.
+ Process orders and returns accurately
+ Accurately enter data into ERP (D365) and CRM (Salesforce) systems.
+ Collaborate with other departments to process orders and solve technical problems.
+ Assist outside sales with customer inquiries, order tracking, and delivery follow-ups.
+ Maintain documentation and approvals for orders to ensure audit compliance.
+ Support Sales Representatives with special requests
+ Perform administrative duties such as creating accounts, orders, and handling billing.
+ Office hybrid role, shift starts at 6:30AM EST in Montvale, NJ.
Requirements of the Customer Technical Support Representative:
+ 1-3 years in customer service, preferably supporting sales teams or in the medical device industry.
+ Experience with troubleshooting a device via the phone to customers
+ Experience with SAP D365 or Salesforce is a plus.
+ Strong attention to detail.
+ Strong problem-solving abilities.
+ Ability to multitask in a fast-paced environment.
+ Excellent written and verbal communication skills.
+ Outstanding phone etiquette.
+ Quickly and easily builds rapport with colleagues and customers
+ Positive and professional demeanor.
+ Reliably work 3 days a week from Montvale, NJ, starting at 6:30 AM
+ Bilingual English/Spanish Preferred
It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
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