Experienced Customer Support Specialist II - Field Based Remote with 50% Travel - Los Angeles, CA

At arenaflex, we're committed to helping people live more fully at all stages of life. As a global healthcare leader, our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries, and we're looking for talented individuals like you to join our team.

About arenaflex

arenaflex is a company that truly cares about its employees and customers. We offer a supportive work environment, opportunities for growth and development, and a commitment to diversity and inclusion. Our employees enjoy a range of benefits, including career development opportunities, excellent retirement savings plans, tuition reimbursement, and education benefits. We're also recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

The Opportunity

We're seeking an Experienced Customer Support Specialist II to join our team in Los Angeles, CA. This is a field-based remote position with 50% travel, and you'll have the opportunity to work with a diverse range of customers and colleagues. As a Customer Support Specialist II, you'll be responsible for providing technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance. You'll also be responsible for representing arenaflex to our customers, providing on-site support, and troubleshooting and resolving complaints reported by customers.

Key Responsibilities

* Provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance

• Represent arenaflex to our customers, providing on-site support and troubleshooting and resolving complaints reported by customers
• Work effectively within a diverse and dynamic team environment, supporting on-call rotation, time, territory, and inventory management, standby and after-hours responsibilities, flexible working hours, and unpredictable travel
• Travel up to 50% of the time to support other territories and training
• Provide on-site critical account support inside and outside of district boundaries
• Responsible for IRL ownership to achieve organizational goals and customer satisfaction
• Work cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T)
• Maintain ownership of customer issues until successful escalation or handoff takes place
• Implement and maintain the effectiveness of the quality system
• Provide superior customer service through applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations
• Delight our customers by providing support, including installation, Preventive Maintenance, and Technical Service Bulletins and repair by documenting, following up, and closing calls as per arenaflex Diagnostics' quality system
• Partner cross-functionally and internally while maintaining positive relationships and ensuring issues are addressed and resolved efficiently and satisfactorily while exceeding customer needs
• Successfully achieve the established business metrics, including service sales, cost of service, and key performance indicators for assigned customers/accounts
• Champion the utilization of remote support tools to proactively improve instrument uptime
• Proactively improve expertise through continuous learning and certifications

Required Qualifications

* Bachelor's degree or equivalent relevant experience required

• Travel up to 20% of the time

Preferred Qualifications

* Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology

• Practical experience in interfacing with customers
• Troubleshooting/problem-solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, PowerPoint, Internet, Remote Computing i.e. VPN, remote troubleshooting, etc.), effective communication skills, and strongly demonstrated interpersonal skills

Skills and Competencies

* Technical support and troubleshooting skills

• Excellent communication and interpersonal skills
• Ability to work effectively in a team environment
• Strong problem-solving and analytical skills
• Ability to travel up to 50% of the time
• Proficiency in computer software and hardware
• Ability to work in a fast-paced environment

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:

• On-the-job training and mentorship
• Technical training and certification programs
• Leadership development programs
• Cross-functional training and development opportunities
• Access to online learning platforms and resources

Work Environment and Company Culture

arenaflex is a company that values diversity, inclusion, and employee well-being. We offer a supportive work environment, flexible working hours, and a range of benefits to support our employees' physical and mental health. Our company culture is built on a foundation of trust, respect, and open communication, and we're committed to creating a workplace that is inclusive and welcoming to all employees.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Base pay: $24.80 - $49.60/hour
• Benefits package, including medical, dental, and vision insurance
• Retirement savings plan with a high employer contribution
• Tuition reimbursement and education benefits
• Access to online learning platforms and resources
• Flexible working hours and remote work options
• Opportunities for career growth and development

How to Apply

If you're a motivated and customer-focused individual with a passion for technical support and troubleshooting, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job