Sr. Tech Support Rep.

Were hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle Technology for Life. This role is based out of our Telford, PA facility which offers its employees beautiful walking trails, onsite fitness center with yoga and fitness training classes, self-service caf with a large indoor / outdoor gathering space, and a state-of-the-art Design Center. Telford is our US manufacturing site for the Neonatal product line as well as production support for Drgers Safety products. This location also serves as the key site for essential US functions which includes Medical Sales and Service Management, Medical Marketing, Legal, Compliance, Regulatory, Quality and Finance. We are seeking a Sr. Tech Support Rep who delivers quality customer satisfaction by providing assistance with and resolution for technical questions and problems related to our product lines. Provide 2nd level (higher) support to customers and field representatives to guide them through troubleshooting equipment, technical issues and questions related to the specific product or issue relevant to the department. Maintain related call records and supporting documentation. Assist customers with parts identification and information regarding equipment upgrades. Escalate, coordinate and consistently follow up problem resolution including obtaining support from the relevant Technical Product Manager (TPM) or other technical resources. Dispatch Technical Service Representatives for emergency service calls in accordance with service escalation procedures. Will provide support, after-hours, as needed to meet business and customer needs. Manage open customer call tickets and log files (e.g. in CRM), make necessary follow-up or return calls to customers and ensure regulatory or compliance calls are documented and managed. Responsible to identify and share common issues as needed to the broader technical support team and to share findings to advance technical knowledge base of the team. May include coordinating meetings, etc. May serve as a mentor to new / junior technical support personnel. May be called upon to assist with technical training of new or existing personnel. Education : Associates Degree or technical certification, or equivalent combination of education, training and experience. Related Experience : Minimum of 5+ years in a technical, electrical, testing, field service or troubleshooting experience. Two years of customer service or customer facing experience. Special Competencies or Certifications : Aptitude for learning new technologies. Ability to work effectively and communicate effectively over the phone and / or in a call center environment. Must be able to learn multiple products, modalities, or specific technical skill sets needed to support the specific business or unit. Effective communication skills with internal and external customers. High level of computer aptitude to be able to operate in various proprietary and public programs. Strong work planning skills. Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario. Our US headquarters located north of Philadelphia in Telford, Pennsylvania is our US manufacturing site for our Neonatal product line supplying many global customers as well as production support for Draegers Safety products. This location also serves as the key site for essential US functions which includes Medical Sales and Service Management, Medical Marketing, Legal, Compliance, Regulatory, Quality and Finance. EEO is the Law Draeger is an Equal Opportunity Employer. To learn more : From hospitals to fire departments to industrial customers, people around the world rely on our products : cutting-edge technology that combines real engineering with the digital future. With over years of experience, passion and the bold ideas of more than 16, employees, we are committed to turning technology into technology for life. Benefits Drger is responsible for life. The lives of our employees are especially important to us, therefore, Drger believes in fostering a culture that places the focus on employee health Health Insurance; Retirement savings