Technical Support Representative

Visionix USA, a leader in vision care innovation, is seeking a remote Technical Support Representative to provide customer service support during varies shifts, including evenings and weekends. Full-time and Part-time positions available.

Our Company:

Visionix USA is the North American provider of highly automated eye examination and optical technologies including Optovue, Briot, Weco, and Visionix brands. We are part of the Visionix Technology Group, a global innovation leader in the vision care technology market and the pioneer in wavefront technology. Our goal is to help eye care professionals start their practice transformation to promote scalable workflow efficiency and improve the over-all patient experience while maintaining clinical best practice standards.

Responsibilities:

This position requires an experienced customer service-oriented individual who interfaces with our customers / end users as well as our internal teams. Troubleshoots end user system and network performance failures and problems. Provides both verbal and written solutions to technical and computer support and applies judgement and their own discretion. Deciphers new issues in order to build and create reliability trending. Participates in meetings and sessions to review product performance. Maintains all company property (inventory, tools, diagnostic equipment, etc.) in accordance with company policies.

• Provide remote Technical Support (via phone, email, and direct remote connection) to customers by assessing the complicated problems being presented to them and developing a plan to solve the problem.
• Use advanced overall system knowledge to run tests and simulations to problem solving.
• Demonstrates good judgment based on experience and education in selecting methods and techniques for obtaining solutions.
• Resolve both complex and routine end-user problems in assigned product areas and replicate client-reported problems.
• Continually assess proper service/RMA parts inventories and create ways to reduce/consolidate inventory.
• Other duties may include, but are not limited to, instructing customers on operation, maintenance of equipment and other assigned responsibilities.
• Maintain accurate and timely service records in accordance with all regulatory. This includes Visionix Cloud-SAP and Apple Service Channel requirements including closing service records within appropriate timeframe.
• Maintains a high standard of professionalism and conduct in all interactions.
• Use overall knowledge and proficiency to assist the Technical Support and Repair Depot teams with complex questions and issues regarding customer calls including follow up calls with customers to ensure satisfaction.
• Report design, reliability, and maintenance problems or bugs to design engineering / software engineering.
• Perform other related duties and assignments as required.
• Assist with identifying replacement parts thereby identifying FS BOM and new replacements at a lower level.
• Perform other related duties and assignments as required.

Requirements:

• B.S. in Engineering or Sciences or an equivalent combination of education and experience.
• 3 to 5 years experience as a Technical Support Engineer in a related field, or equivalent technical experience in a medical device company.
• High technical proficiency and outstanding troubleshooting and problem-solving skills required.
• Excellent oral, written, and interpersonal skills.
• Strong ability to multi-task throughout the day on both phone queues and email.
• Excellent documentation skills and ability to communicate effectively at all levels of the organization.
• Working knowledge of FDA’s Quality System Regulations and other international regulatory requirements.
• Knowledge of Optics theory and functionality desired.
• Experience in Medical Device capital equipment highly desirable.
• Remote service support
• Evening and Weekend work

Job Type: Full-time/Part-Time

Schedule: Day/Evening/Weekend

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance