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 than arenaflex, a global leader in the diagnostic service industry. We're seeking an experienced Customer Support Specialist II to join our team, working remotely with 50% travel to provide top-notch support to our customers.
**About arenaflex**
At arenaflex, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. Our company is committed to innovation, quality, and customer satisfaction, and we're always looking for talented individuals who share our values. As a global leader in the diagnostic service industry, we offer a wide range of career opportunities, from customer support to sales, marketing, and more.
**The Opportunity**
As a Customer Support Specialist II at arenaflex, you'll be responsible for providing technical support solutions to our customers, including installation, corrective, pre-emptive, and proactive maintenance. You'll work closely with our sales, marketing, and other functional areas to ensure that our customers receive the best possible support experience. This role requires a strong technical background, excellent communication skills, and the ability to work effectively in a dynamic team environment.
**Key Responsibilities**
* Provide technical support solutions to customers, including installation, corrective, pre-emptive, and proactive maintenance
* Represent arenaflex to our customers, providing exceptional support and building strong relationships
* Troubleshoot and resolve complaints reported by customers on a minimum of five increasingly complex instruments
* Understand and follow the Quality System through accurate and timely documentation of complaint resolution
* 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, working 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, and 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
* Work cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T)
* Maintain ownership of customer issues until successful escalation or handoff takes place
**Essential Qualifications**
* Bachelor's degree or equivalent relevant experience required
* Travel up to 50% required
* Strong technical background, with experience in interfacing with customers
* Troubleshooting/problem-solving skills, with the ability to succeed in team situations and excel independently
* Computer skills, including Word, Excel, PowerPoint, Internet, Remote Computing (i.e. VPN, remote troubleshooting, etc.)
* Effective communication skills, with the ability to build strong relationships with customers and colleagues
* Strongly demonstrated interpersonal skills, with the ability to work effectively in a dynamic team environment
**Preferred Qualifications**
* Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology
* Practical experience in interfacing with customers
* Strong technical background, with experience in troubleshooting and resolving complex issues
* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues
* Ability to work effectively in a dynamic team environment, with a strong focus on customer satisfaction
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a wide range of training and development opportunities, including:
* 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 Freedom 2 Save student debt program, and FreeU 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
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on a foundation of innovation, quality, and customer satisfaction, and we're always looking for talented individuals who share our values.
**Compensation, Perks, 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. We also offer a wide range of benefits, including:
* Health, dental, and vision insurance
* 401(k) plan with employer match
* Paid time off and holidays
* Flexible working hours and remote work options
* Professional development opportunities and training
* Recognition and rewards programs
**How to Apply**
If you're a motivated and customer-focused professional with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer, committed to employee diversity. We welcome applications from qualified candidates of all backgrounds and perspectives.