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Vacancy Details

Customer Service, Call Centers & Languages

EME Customer Technical Support Associate - Galway

Contract Type: Permanent
Sector:
Location: Galway
Date: 23/09/2016
Job Reference: 83275

Job Description

EME Customer Technical Support Associate (Permanent)

Our client, a medical device company in Galway are currently looking to recruit a Master Data Team Lead for their site.

Job Summary

EME Technical Support Centre deals with complaints and enquiries from Company Affiliates (Commercial Organisations) and Distributors in Europe and Middle East.

Reporting to the Technical Support Team Lead and working as a member of the EME Customer Technical Support Team, this role will undertake to provide the highest levels of customer service in the support of the full range of company products.

Duties will include supporting the Commercial Organisations with 1st level technical support for both the UK and ROI customers and Distributors. All members of the team will assist in meeting company targets described within the key performance indicators for individuals, the team and the company.

Responsibilities:

  • To provide first level support to our colleagues within EME in resolving customer complaints and improving our customers experience
  • To be a central source for data regarding product performance that then is used by Marketing, Manufacturing, etc... to deliver increased customers loyalty
  • To resolve customer issues in an efficient and timely manner and within agreed Service Level Agreements with our EME colleague
  • To continually identify opportunities for process and system improvements that will reduce time and increase efficient resolution of customer complaints
  • In order to gather accurate data on our customer?s experience SFDC (sales force.com) is the system that is used across EME & the globe.
  • Maintain and grow personal knowledge and skills, technical and / or product knowledge.
  • Develop and maintain areas of expertise in product specialism?s required for role; sharing and expanding knowledge within the International Customer Services team
  • The individual will have experience in working in a regulated environment and be capable of providing excellent customer support with challenging technical complaints.
  • Experience in Trouble shooting/Technical query handling essential.
  • The role is office based but a degree of flexibility is required. An open attitude is required to ensure that this can be controlled and remain non-onerous.
  • Attend training courses as necessary.
  • Communicate technical knowledge to both customers and colleagues as necessary.
  • Provide written reports when requested and as necessary.
  • IT literacy; good general understanding of all the internal software packages: Outlook, Excel, Word, Concur, Workday, SAP, CRM package, Webex.
Requirements:
  • BSc. Science and 1-2 years experience in technical support.
  • Fluency in a second European language is a distinct advantage (French/Italian)
  • Proficient in MS Word, PowerPoint, Excel and Outlook
  • Good keyboarding and typing skills
  • Detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
  • Communicate professionally
  • Work independently and on a team
  • Work effectively in a fast-paced environment with shifting priorities

For further information on this Customer Technical Support role in Galway please contact Avril Downey on 021 2066287 / avril@hero.ie

Check out all our open jobs on our Hero Recruitment website ? www.hero.ie

Please Note: Hero Recruitment will not forward your details to any company without your prior approval


Clients we are proud to work with

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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
More

Clients we are proud to work with

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