Note: The job is a remote job and is open to candidates in USA. Umano Medical is seeking a Technical Customer Support Specialist to serve as a trusted technical partner for customers. The role focuses on leading customer implementations, troubleshooting and resolving technical needs, supporting product selection and configurations, improving customer support processes, and delivering technical training.
Responsibilities
- Lead and coordinate major customer implementations, including needs assessment, planning, and follow‑up
- Understand and translate specific customer requirements for the engineering team; propose practical and creative solutions, and ensure proper follow‑up
- Answer customer questions and advise clients and Sales leadership on product selection and system configurations
- Develop and improve tools, processes, and resources to better support customers and enhance their experience
- Track and analyze customer experience metrics and lead initiatives to continuously improve satisfaction
- Contribute to the training and onboarding of sales representatives
- In collaboration with Sales, deliver clinical and technical training to customers
- Support Sales by participating in key customer presentations
- Act as a strategic partner to the Customer Relationship Director, contributing to initiatives aimed at achieving exceptional customer satisfaction
Skills
- Academic degree in Mechanical Engineering, Electrical Engineering, or equivalent, or any combination of relevant experience and training
- Strong problem-solving skills and analytical thinking
- Ability to read and interpret technical drawings
- Experience in after-sales service or customer support
- Hands-on experience in product repair and technical support
- Proficiency with Microsoft Office Suite and Outlook
- Willingness and ability to travel as required
Benefits
- A culture focused on everyone's strengths and talents
- Advancing your career within the organization according to your interests
- Fun, trust and teamwork are a priority
- Join a committed and enthusiastic team within a growing company
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