Technical Service Support Specialist

Join us today and make a difference in peoples lives!

LivaNova is a global medical technology company built on nearly five decades
of experience and a relentless commitment to improving the lives of patients
around the world. Our advanced technologies and breakthrough treatments
provide meaningful solutions for the benefit of patients, healthcare
professionals, and healthcare systems. The company is listed on the NASDAQ
stock exchange under the ticker symbol ” LIVN .” LivaNova is headquartered
in London (UK) with a presence in over 100 countries and a team of more
than 3,000 employees worldwide.

POSITION SUMMARY:
Under limited supervision, performs a variety of functions in support of the
Technical Service group. This skilled position is customer-facing, and
issues faced may be complex in nature where considerable judgment, analysis
and initiative are required in resolving problems and making recommendations.
Serves as a liaison between the department and other internal and/or
external contacts. Contributes to the development of the department
proactively. Requires considerable judgment, tact, discretion and initiative.

Essential Functions:
Professionally handles high volume calls for the Technical Service Call
Center, in a friendly, positive, solution-oriented manner.
Has primary responsibility for ensuring that calls are answered within the
tolerances described by our KPIs.
Resolve issues and answer product and service questions.
Manage escalation procedures as required.
Verifies service entitlement and contract validity.
Acts as an expert on the Service Management System for the department and
others that rely on the systems data and functions.
Accurately administer Field Service related functions such as reporting,
dispatching, escalations, etc.
Route/dispatch incoming customer calls (both internal and external
customers) to the appropriate destination.
Maintains data structures and integrity in the service database.
Identifies issues, provides solutions and executes action to ensure total
customer satisfaction.
Develops and maintains detailed knowledge of company products in order to
effectively accept, process and respond to customers service requests.
Responsible to enter and maintain service orders in the Service Management
System accurately and timely.
Supports coordination of Technical Training Classes.
Will perform order processing, inquires and transactions in the business
system.
Audits service documents received from Field Service Reps.
Coordinates Field Service Department calendar, including work, on-call and
vacation schedules; distributes to staff members, appropriate
departments, and to the after-hours answering service.
Performs as a quality auditor for Service Depot activities.
Performs as a backup for the purchasing function of distributed equipment and
various OEM suppliers.
Other duties as assigned.

Skills & Experience:
Knowledge required to perform at this level is generally acquired through 2-5
years of Customer Service or administrative experience with customer contact.
Demonstrates ability to deal effectively with complex issues.
Requires effective interpersonal skills and behaviors conducive to a
service/team oriented environment.
Requires excellent oral and written communication skills.
Requires broad understanding and proficiency in use of PCs, ERPs, and
Microsoft Office Products including Word, Excel and Visio.
Requires ability to plan and meet deadlines, prioritize, and to handle
several projects simultaneously.
Requires ability to be self-directing and to work with a minimum of
supervision.
Demonstrated effective problem solving capability with creativity in providing
solutions while exploring
Sit 90%, Stand/Walk 10%
Repetitive use on computer
Possible Blood Borne Pathogen exposure

Education:
Requires a minimum of a high school diploma. College coursework is preferred.

Compensation & Benefits:
A reasonable est mate of the hourly rate for this position is $20-32/hr.
discretionary annual bonus. Pay ranges may vary by location.
Health benefits – Medical, Dental, Vision
Personal and Vacation Time
Retirement & Savings Plan (401K)
Employee Stock Purchase Plan
Training & Education Assistance
Bonus Referral Program
Service Awards
Employee Recognition Program
Flexible Work Schedule

Our commitment to Diversity & Inclusion:

Notice to third party agencies:
Please note that we do not accept unsolicited resumes from recruiters or
employment agencies. In the absence of a signed Recruitment Services
Agreement, we will not consider, or agree to, payment of any referral
compensation or recruiter fee. In the event that a recruiter or agency submits
a resume or candidate without a previously signed agreement, we explicitly
reserve the right to pursue and hire those candidate(s) without any
financial obligation to the… For full info follow application link.

LivaNova values equality and celebrates