Product Support Specialist

EMSAR is a nationwide leading medical device services company providing best in class asset management, preventative maintenance, corrective action, installation, and depot biomedical services.

• On-site technical field support, including maintenance & repair
• Bench repair and remanufacturing
• Installation
• Call center
• Contract manufacturing and logistics
• FDA compliance and validation
• Project Management
• Training and education

We are looking for a Product Specialist who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. The Product Support Specialist position is responsible for providing technical and product support to the field service team, end-user customers, clients, and distributors. Delivery of support is provided via verbal, written, and virtual communications. The position may also include logistical responsibility to ensure that the field service team has the correct documentation, tools and supplies to provide applicable services (maintenance, calibrations, and repairs) depending on the product lines supported.

• Answer calls and give technical support to our customers.
• Monitoring, triaging, and processing service requests.
• Researching and investigating support options, resources, and protocols.
• Processing part orders.
• Completing and reviewing Work Orders.
• Maintain and participate in ongoing training with new product knowledge, methodology, techniques, and protocols.
• Meet designated support metrics.
• Responsible for determining field service and customer’s needs by identifying and implementing solutions in a timely manner via phone, email and/or virtual software.
• Update work status for each service action accurately and timely in CRM/CMMS. This included functions such as product disposition, parts ordering, scheduling updates, and work order status changes.