Experienced Customer Support Specialist II - Field Based Remote with 50% Travel - Los Angeles, CA

At arenaflex, we're committed to helping people live more fully at all stages of life. As a global healthcare leader, 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. Our 114,000 colleagues serve people in more than 160 countries, and we're looking for talented individuals like you to join our team.

About arenaflex

arenaflex is a company that truly cares about its employees and customers. We offer a unique work environment that allows you to grow, learn, and care for yourself and your family. Our benefits package is designed to support your well-being, including career development opportunities, excellent retirement savings plans, tuition reimbursement, and education benefits. We're also 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.

The Opportunity

We're seeking an experienced Customer Support Specialist II to join our team in Los Angeles, CA. This is a field-based remote position with 50% travel, and you'll have the opportunity to work with a diverse and dynamic team environment. As a Customer Support Specialist II, you'll be responsible for providing technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance. You'll also be responsible for representing arenaflex to our customers, providing on-site support, and troubleshooting and resolving complaints reported by customers.

Key Responsibilities

* Provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance

• Represent arenaflex to our customers, providing on-site support and troubleshooting and resolving complaints reported by customers
• Work effectively within a diverse and dynamic team environment, supporting on-call rotation, time, territory, and inventory management, standby and after-hours responsibilities, flexible working hours, and unpredictable travel
• Travel up to 50% of the time to support other territories and training
• Provide 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
• 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

Required Qualifications

* Bachelor's degree or equivalent relevant experience required

• Travel up to 20% of the time

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

Skills and Competencies

* Technical competency in medical devices and diagnostics

• Pro-Active Account Management
• Complete instrument training across geographical IRL
• Ability to work effectively in a team environment
• Strong communication and interpersonal skills
• Ability to troubleshoot and resolve complex technical issues
• Ability to work in a fast-paced environment with multiple priorities
• Ability to travel up to 50% of the time

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to help you develop your skills and advance your career

• Opportunities for career growth and advancement within the company
• Access to cutting-edge technology and equipment
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

* arenaflex is a global company with a diverse and inclusive culture

• We value work-life balance and offer flexible working arrangements
• We're committed to employee development and offer training and development opportunities
• We're a company that truly cares about its employees and customers

Compensation, Perks, and Benefits

* Competitive salary range: $24.80 - $49.60/hour

• Comprehensive benefits package, including health insurance, retirement savings plan, tuition reimbursement, and education benefits
• Opportunities for career growth and advancement within the company
• Access to cutting-edge technology and equipment
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and experienced individual who is passionate about delivering exceptional customer service, 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're an inclusive company that values diversity and promotes equal opportunities for all employees. We're proud to be a company that truly cares about its employees and customers. Apply for this job