Customer Support Associate

2 weeks ago

Manila, National Capital Region, Philippines IBA Worldwide Full time
Customer Support Associate

Requisition ID: 3250

Location: Manila, PH

Work regime: Full-Time

Kind of contract: Contractor

Responsible for providing expert-level applications training and ongoing service troubleshooting and support for all product lines. Documents product complaints and feedback in accordance with regulatory and internal processes.

Responsibilities
  • Provide on-site and/or remote product application support to customers. Domestic and international travel to conduct product training and installations. Up to 60%.
  • Scientific and technical information are provided in response to inquiries regarding IBA Dosimetry products as it relates to their clinical use; Technical and product release knowledge is continually refreshed.
  • Train and support customers to properly and safely use equipment/systems. Troubleshoot, repair, and calibrate hardware onsite or in the office.
  • Serve as a technical expert and resource to our customers; Follow training and installation guidelines and maintain records in collaboration with responsible departments.
  • Handle day-to-day customer service tasks: technical requests, pre/post installation follow-up, and hotline support. Create service orders, ensure smooth installation planning, remove roadblocks to regular clinical use, and address customer concerns quickly. Participate in hotline support and 24/7 service initiative.
  • Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints.
  • Proactively resolve service incidents and complaints according to established procedures/processes.
  • Communicate with customers: incident management, customer inquiries, complaint handling. Process, investigate, and report customer product complaints and change requests in compliance with medical device manufacturer regulatory guidelines. Keep complaint lead-time to a minimum.
  • Advise customers on spare part selection, maintenance services, upgrades, and report potential sales to Service Sales Representatives.
  • Manage and update databases.
  • Create clear, traceable, and audit-ready customer database entries.
  • Follow up on delivery status, adherence to timeframe commitments.
  • Maintain a clear overview of all open issues and react swiftly to resolve delays.
  • Author and review supportive training content.
  • Produce written procedures, FAQs, presentations, and video content for enhancing our customer's support experience as well as internal product knowledge transfer.
Requirements

Education and Experience:

  • M.S. or Ph.D. in Medical Physics is preferred. M.S. or B.S. in Nuclear Engineering, Health Physics, as well as other Engineering disciplines and/or a background in Treatment Planning (Dosimetry) will also be considered.
  • 1-3 years of prior working experience.
  • Experience in medical product applications training is strongly desired.
  • Experience in medical device repair and calibration is a plus.
  • Experience as a clinical physicist is a plus.
  • Experience in Proton Therapy System is a plus.

Computer Skills:

  • General knowledge of Microsoft products such as Excel, Word, Access, Outlook etc. is a must.
  • Familiarity with Microsoft SQL Server software is a plus.

Behavioral Characteristics:

  • Detail oriented
  • Result driven and proactive
  • Customer-focused
  • Excellent communication and training skills
  • Team player
  • Able to work independently in challenging environments
Life at IBA

At IBA, we value creativity, innovation, and a commitment to excellence. As a certified B Corporation (B Corp), we uphold the highest standards of social and environmental performance. If you're ready to embark on a journey where your skills and ideas can truly make an impact, apply now to join our dedicated team. Let's shape the future of technology together

Apply today and be part of a mission that matters

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