Connecting to LinkedIn...

Vacancy Details

IT/Software

Technical Support Associate - Galway

Contract Type: Permanent
Sector:
Location: Galway
Date: 10/09/2018
Job Reference: 99138

Job Description

Contact: Karl Lippett
Email: recruit@hero.ie
Telephone: 086 1070950

Technical Support Associate

Our client, a medical device company in Galway is currently looking to recruit a Technical Support Associate for their site.

Responsibilities and Duties
  • 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 customers 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 Customer Services team

Requirements
  • 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.
  • Multi-lingual capability would be an advantage but cultural sensitivity is a necessity.
  • Ideally the individual would have scientific qualification with minimum 1 year experience.
  • Flexibility to react to the changing business goals.
  • Time management skills to manage personal workload as per the business requirements.
  • Ability to take ownership, organise workload and change priorities quickly
  • Able to communicate effectively with customers including a pleasant, polite and outgoing telephone manner.
  • Possess initiative and integrity
  • IT literacy; good general understanding of all the internal software packages: Outlook, Excel, Word, Concur, Workday, SAP, CRM package, Webex

For further information on this Technical Support Associate role in Galway please contact Karl Lippett on 086 1070950 / recruit@hero.ie

Check out all our open jobs on our HERO Recruitment website – www.hero.ie
Please Note: Under its obligation under the Data Protection legislation, HERO Recruitment will not forward your details to any company without your prior approval.

Share this Job

Our Clients

With a reputation across three decades in the making, HERO Recruitment continues to impress our clients and candidates with our passion and dedication to our craft.

See More

What people say

Our strong reputation for quality placements in key roles has earned us the status of agency of choice. HERO Recruitment’s commitment to superior service is what sets us apart from our competitors and has rewarded us with many exclusive and semi-exclusive client and candidate relationships.  Here is what our clients and candidates say about us…

See More

“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

“Merit Medical have partnered with Hero for the past 10 years. During this time we have grown our employee numbers to 630 employees. Our experience of working with HERO is that they have a personal client focused approach, they know the market and they can deliver on the candidates.  The medical device market is competitive and our company success is dependent on the quality of our people, we want the best there is in the market so we can grow and in turn offer development opportunities to our people. 

Mary Collins,
Senior Director, Human Resources Europe
Merit Medical

“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