Customer Support Specialist

Mentice is a global simulation-based endovascular intervention performance company. Our solutions help healthcare professionals acquire, retain, and enhance their procedural skills driving improved productivity and outcomes. We are also proud to present that 80% of the world's leading medical device manufacturers and more than 300 hospital customers choose to work with. We have local representation in the USA, Europe, Brazil, India, China, and Japan.

We have a great local team in Gothenburg with a passion for sales, technology, and customer service. Our Inhouse Customer Support Specialist is moving on to new challenges within Mentice and we are therefore looking for a person to strengthening our great team.

About the position
The overall responsibility of the Customer Support Specialist is to be the technical anchor regarding hardware, system and applications software for the regional support team. You will be a key member of our support function, working closely with regional sales and support colleagues.

Responsibilities
One of the two main areas within this role are the inhouse repairs/maintenance of all the variants of Mentice simulation hardware and application software, both customer and internal systems. In this role you will need to conduct troubleshooting/diagnostics on the simulator equipment and escalate necessary issues to the respective departments.

The other main area of responsibility is handling demo/customer systems going for domestic or international events. This includes to prepare and test system hardware functionality and update software versions if applicable in-between events, as well as staying in close contact with the customer while handling the logistics surrounding these activities.

Further, the role also includes some administration, answering service calls and handling online tickets. We prioritize high quality combined with a sense of urgency, engagement, and knowledge.

The role may include occasional international travel, estimated to 10 days per year. This is a fulltime employment reporting to the Manager of Customer Support located in Gothenburg. This position has a great opportunity to have an impact on influencing how patient treatments are improved in the future.


Your profile
Qualifications.
• To be successful, you should have minimum of 2 years of experience from similar jobs, for example, customer service, logistic and/or mechanical service. Experience from healthcare industry is a merit.
• Bachelor of Science or similar educational background within the biomedical, computer science or engineering fields, or relevant experience.
• Able to communicate effectively both internally and externally, fluent in English both in writing and verbal.
• Willingness to help and being able to quickly adapt to changes (tasks, customer needs and attitude) are other personal skills we think are important as well as a service mindset.

Required skills and experiences:
• Technical understanding of electronics, mechanics, simulation hardware, IT, and computer software.
• Finds challenges interesting and have a problem-solving attitude.
• Proven ability to function independently and with structure.
• Demonstrate ability to organize diverse types of work, shift gears quickly and adapt to changing priorities and competing deadlines.
• Experience as a team leader is meritorious.
• Driving license B will be required.



About the organisation
Most importantly, we think you are a person with a commitment and passion for driving change within the healthcare industry and in turn, be able to have impact on our company’s future business. We are proud of our products, services and customers and it is important that you have the similar persona.

Hope to see you as a member of our great team in the future!


This recruitment process is handled by Martin Kurzwelly at Poolia Life Science & Engineering, an authorized consultant and recruitment company with more than 30 years of experience in matching qualified competence with world leading companies. Our dedicated team consists of highly experienced researchers and managers within the Life Science field, specialized in understanding our client´s needs and expectations as well as the competences and skills of the candidates.

You are most welcome with your application or share with your friends who may be interested in the role. Selection is ongoing, so apply today by clicking on apply at https://www.poolia.se.

If you have questions about the role, you are of course very welcome to contact me!