Customer Experience Tech Support Specialist

Job Description

The Customer Experience Technical Support Specialist plays an important role in serving our customers.

UMF Medical is a trusted manufacturer of innovative exam room equipment for physician’s offices, hospitals, and clinics around the world. At UMF Medical, our passion is pulling together as a team delivering an exceptional customer experience. We’re always on the lookout for enthusiastic, talented people to join our team.

We live by our Core Values of delivering a 5-star Customer Experience, Teamwork, Innovative Growth Mindset, Checking Egos at the Door, and Commitment.

Primary Responsibilities

  • Provides exceptional first contact with customers via phone, email & website chat
  • Applies excellent problem-solving skills in seeking to understand customer needs and providing accurate and timely responses
  • Applies understanding of how products work and ability to provide solutions.
  • Continually learns about products and components to be a matter expert for customers
  • Develops and maintains accurate database records for FDA Quality System
  • Schedules field service repairs
  • Provide regular follow-up and follow-through to customers
  • Successfully manages multiple issues simultaneously
  • Grows and nurtures relationships with key customers

Experience, Key Skill Sets, Education

  • Technical orientation and interest in learning mechanical systems
  • Hands-on mindset
  • Ability to Read and Understand Simple Schematics
  • Bachelor’s degree preferred
  • Fluent in Microsoft Office Products
  • Positive and effective communicator, with strong written and verbal skills
  • Experience with CRM preferred

Motivation and Initiative

  • Outgoing and proactively connect quickly to others
  • Most comfortable working with others and promotes teamwork
  • Service-oriented, naturally empathizes with people
  • Enjoys motivating others while being aware of and responsive to their needs and concerns
  • Humble and focused more on getting it right than being right

Problem Solving/ Decision Making

  • Curious to learn and a great listener
  • Growth mindset that embraces challenges and change
  • Pays attention to details

Working Conditions

Reports to: Director of Sales Operations

UMF Medical is an equal-opportunity employer. All applicants will be afforded equal opportunity without discrimination because of race, color, national origin, religion, gender, veteran status, age, sexual preference, marital status, or disability.

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