Job Description

About the Company

Nanosonics is committed to providing innovative solutions in the medical device industry, ensuring the highest standards of quality and customer support.

About the Role

The role involves providing troubleshooting and customer support, analyzing complaints, and managing the repair and recertification of returned medical devices.

Responsibilities

• Provide trouble-shooting & customer support as needed.
• Analyze causes of complaints upon receipt of returned devices.
• Repair & testing of returned medical devices.
• Return, recertification, & reissuing of medical devices for evaluation, maintaining logistic control & tracking.
• Update complaint handling documentation & records as necessary.
• Follow-up with faulty devices being returned due to various reasons.
• Update Device History Records in document control system when required.
• Maintain inventory status of devices & parts in MRP/ERP system(s).
• Provide assistance in service call activity processing to ensure Nanosonics Quality Management System requirements are met in service/repair process.
• Consult customers regarding support of the Company’s products, providing efficient service to ensure the timely delivery of products/information and maintain general after-sales technical support.
• Respond to customer inquiries covering technical, logistical, and general support.
• Monitor the other service providers regarding repair activity & that repairs & loaner devices are dispatched in a timely manner.
• Provide feedback on customers and product issues to Nanosonics.
• Assist customers in appropriate use of products, and investigate client problems.
• Maintain customer databases as required by FDA QAR requirements.
• Adhere to all Company policies and practices.
• Conduct on-site and preventative maintenance.
• Perform other related duties as assigned.

Qualifications

• A degree in a technical discipline or equivalent experience.
• 2+ years work experience required with a minimum of 1 year in a technical field.
• Office administration and technical experience helpful.

Required Skills

• Ability to record and document initial receipt of incoming materials & medical devices requiring service.
• Ability to learn and understand Enterprise Resource Planning (ERP) system for materials movement and management of medical devices.
• Ability to safely lift 50 lbs.

Preferred Skills

• Experience in customer support and technical assistance.

Equal Opportunity Statement

Nanosonics is an equal opportunity employer committed to diversity and inclusivity in the workplace.

Compensation Package

Salary range is $50,000 to $55,000 annually with bonus opportunity, competitive benefits package.

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