Customer Support Coordinator - Technical Services

As a market leader, EMS sets new standards in the design, manufacturing, and sale of devices used for medical and dental treatments. EMS products benefit from a tradition of flawless Swiss precision and craftsmanship.Founded over 40 years ago, EMS offers valuable solutions in the following areas:Dental Prevention - Inventor of GBT (Guided Biofilm Therapy): evidence-based protocol for managing biofilm on teeth, soft tissues, and implants, and original technologies Airflow, Perioflow, and PIEZON.Urology - Market leader in endoscopic lithotripsy, EMS shapes the history and future of stone management with its LithoClast and LaserClast product range.Shock Wave Therapy - Inventor of RSWT (Radial ESWT) and developers of the Swiss DolorClast method for the effective treatment of musculoskeletal and dermatological conditions.Respect, excellence, and customer orientation are core values of EMS.Customer Support Coordinator - Technical ServicesJob DescriptionThe role of the first level support coordinator is to ensure customer contact: answering phone calls, performing remote troubleshooting in French and German, billing, and shipping repair services.Tasks DescriptionHandle customer, partner, and subsidiary returns comprehensively.Ensure customer contact via email or phone (German required) and find solutions to their needs.Be capable of performing first-level technical troubleshooting support to resolve issues remotely (in tandem with tech support & First Level Coordinator).Enter necessary information into the CRM to ensure a smooth workflow and maintain good traceability of records.Assist the Sales team with certain technical requests.Place orders for the replacement of defective parts.Billing and shipping orders in the ERP.Backup loan management in the absence of the responsible person.Occasionally help with unpacking, disinfecting, and recording devices.Optimization of the Department: Active participation in action plans.Apply safety instructions.Skills Description3 to 5 years of experience in a similar role.Knowledge of ERP and CRM systems.Bilingual in German or Swiss German, very good level of French and English.Sought-after interpersonal skills.Service-oriented, responsive, flexible, and capable of working efficiently. #J-18808-Ljbffr