Product Support Technician - Remote Eligible

What You Can Expect

Provides Tier 1 troubleshooting support of technology products for the Service Solutions organization. Responsible for developing and maintaining relationships with internal team members and external customers, while also providing support to end users.

How You'll Create Impact

Principal Duties and Responsibilities

• As the face of Zimmer Biomet, exemplify Core Values during all interactions with external customers.
• Handle incoming calls and emails promptly and professionally, addressing customer inquiries and concerns. Provide Tier 1 troubleshooting steps to attempt to resolve caller's issue, escalation to Tier 2 when necessary.
• Role includes troubleshooting with a focus on Customer Support for new technology products.
• Identify and escalate potential customer complaints as necessary to meet regulatory requirements.
• Create and manage work orders accurately and efficiently, documenting service requests and maintaining organized records.
• Generate quotes and process purchase orders in a timely manner, facilitating smooth transactions and meeting customer needs effectively.
• Coordinate and schedule field service technicians for service calls and appointments, optimizing resource allocation and minimizing response times.
• Coordinate the procurement and distribution of parts as needed.
• Execute various monthly tasks ensuring timely completion and proactive problem solving.

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act

What Makes You Stand Out

Expected Areas of Competence (i.e., knowledge, skills and abilities)

• Effective interpersonal and communication skills (written/verbal).
• Ability to interact effectively with customers and end-users from different cultures and geographies.
• Proven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment.
• Customer-first and results orientation; acts with a sense of urgency to resolve customer issues and delivers results in an efficient and timely manner.
• Experience with an Incident Management System is preferred.
• Experience with Salesforce is preferred.
• Good problem solving and assessment capabilities, while maintaining a positive relationship with the customer.
• Independent decision-making required, in order to effectively resolve issues when other staff may not be available (i.e. off hours).
• Ability to cross-functionally collaborate within the Service Solutions team as well as across global Zimmer Biomet business units.
• Accuracy, attention to detail and timely follow through are critical.

Your Background

Education/Experience Requirements

• High School diploma required; bachelor's degree preferred.
• 2-5 years of experience in customer service or call center required.
• Microsoft Office 360 proficiency preferred.

Travel Expectations

Up to 10%

Salary Expectations

$55,000-$65,000 USD

EOE/M/F/Vet/Disability