• Location: Westmeath, Westmeath
• Type: Permanent
• Job #48391
• Salary: €32,000

Customer Support Representative (Field Based)
Permanent, Full-Time
Salary: €32,000-34,000
Full Driving License and Own Transport Needed

About the Role
We are currently looking for a Customer Support Representative on behalf of our client based in Dublin. This is a field-based position that will partner with clinicians, medical staff, patients, carers and support teams to coordinate the set up and maintenance of specialist respiratory support and equipment. Your role will focus on delivering customer excellence for those using our equipment in the ongoing management of their medical conditions.

In this position you will be supporting clients who are often vulnerable and rely on our teams to deliver excellent support and service to ensure they benefit from the respiratory treatments their clinicians have prescribed.

This is a full time, field-based position, covering Ireland region so daily travel is expected. A typical day includes both face to face appointments with clients to install, trouble shoot and service equipment, whilst also providing telephone support as needed. If you have previous experience in a field-based position and can demonstrate a continued focus on service delivery, client excellence and customer satisfaction then this is a unique opportunity to develop your career with an established employer in the medical devices industry.

Key Responsibilities

• Supply, delivery and installation of equipment in hospital wards, care facilities and patient homes
• Demonstration and user training to patients, carers and medical professionals
• Provision of ongoing support, service and issue resolution to patients, carers and medical staff including but not limited to:
• Troubleshooting for user issues
• First line resolution of technical equipment issues e.g. alarms or error messages
• Response to calls for assistance in the case of equipment failure, mask fit issues or queries relating to other consumables etc.
• Conduct routine service calls with patients to optimize equipment performance and ensure patient satisfaction
• Maintenance of patient and customer records in accordance with GDPR and internal governance standards
• There will also be a requirement to support a 24 hour on call service on a rotational basis. During this on call period you will be the main point of contact for out of hours queries and issue resolution and will be required to travel to patients and clients to resolve urgent issues relating to equipment failure.

Qualifications & Experience:
Customer Support Representatives are the face of our client’s business to their customers. This is a unique role in the market that requires the right blend of skills, experience and personal attributes to be successful:

• Prior experience in a field based, service delivery or sales role. Good geographical knowledge of Ireland will be a distinct advantage
• A customer or client focussed approach to service excellence with a proven track record of maintaining standards of excellence in your role
• An ability to empathise with our clients and patients, ensuring a professional and compassionate approach in often challenging or emotional circumstances
• Confidence when communicating with a diverse client base and the ability to tailor your approach to ensure that your audience understands key messaging, training and advice given
• Strong work ethic and a willingness to go the extra mile to deliver for our patients and clients
• Strong time management, prioritisation and ability to manage your own workload and schedule appointments efficiently to ensure service level commitments are consistently achieved
• An aptitude and interest in learning about new technology and the ability to convey complex information in a simple, user-friendly manner

Previous medical experience or clinical qualifications are not essential. However, we would welcome interest from candidates within the medical sector e.g. nursing or patient liaison. This role is very much about the right person and their approach so we are happy to train the right individual with all required product knowledge.

This is a full-time position with core working hours of Monday – Friday, 09.00AM – 5.30PM. Working hours may vary depending on travel requirements, call outs etc.

During agreed on call rotas, you will be required to be available to support a 24 hour on call service including out of hours and weekends during your agreed rotation