Customer Support Associate

Mission

As a member of the IBA family and acting as a leading player in the field of Quality Assurance in Radiation Therapy and Medical Imaging, IBA Dosimetry continuously innovates solutions that enhance quality and outcome of cancer treatments. Our products are distributed worldwide and we are very proud of our international cultural diversity. Employees from over 30 different nations come to work every day sharing the same passion for developing product solutions that protect, enhance and save lives.

You consider yourself as a professional in your field yet you are also eager to learn continuously. Team spirit is part of your genes and new challenges boost your motivation.

Responsibilities

• Systematically troubleshot, solve, and document customer complaints related to product issues by leveraging equal parts intuition and technical acumen.   Routine follow-ups to ensure resolution and customer satisfaction.
• Communication with customers related to handling customer’s requests and complaints, providing answers and solutions in timely fashion and in accordance with implemented process.  
• Manage and dispatch all incoming customer communications (calls and emails) from both external (end users and distributors) and internal users in a timely fashion.  
• Acquire deep product knowledge (technical and physics related) with the goal of  providing comprehensive responses to customer queries
• Maintain detailed records of customer interactions, process customer accounts, and file documents
• Escalate complex customer issues to appropriate support teams
• Follow communication procedures, guidelines, and policies
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Remain continually informed and ready to deploy newly acquired knowledge towards resolution of new issues that may stem from recent product updates or newly discovered bugs 

Requirements

• Master’s degree in Medical Physics from a recognized institution or Dip R.P from BARC(Govt. of India). – Clinical experience is most preferred.
• Intermediate familiarity with MS-Office Suite– Excel, Powerpoint, Word, etc.  
• Familiarity with applicable Medical Device Quality Systems (FDA, ISO)
• Basic knowledge of IT and networking fundamentals – In depth-networking knowledge and/or certification (e.g Cisco) is a plus
• Proficiency in spoken and written English
• Affinity for teamwork and well-developed interpersonal skills
• Ability to learn and apply newly acquired product training quickly
• Willingness to work nights, up to 33% of workdays.
• Self-driven mindset and ability to work independently
• Devotion to customer success and a desire to put things right in under tight timelines

Life at IBA

Diversity is fundamental to our culture. We value the uniqueness of individuals and the different perspectives and talents they bring to IBA. We learn from and respect the cultures in which we work, promote diversity within our workforce, and have an inclusive environment that helps each and every one of us to fully contribute to IBA’s success.

The identity of IBA is characterized by a group of colleagues driven by motivation, curiosity, creativity, the desire to learn on a daily basis, by technical challenges and above all by a highly developed team and family spirit that makes the daily life smoother and more enjoyable!

By joining a team of about 40 nationalities and working on more than 45 different sites on 3 continents, IBA offers you the opportunity of a meaningful career with a direct impact in the fight against cancer.

We are driven by: 

• Innovating in a cutting-edge technology environment
• Developing professional and personal skills by learning on the Job; by participating in challenging projects; top class courses 
• Evolving in a friendly culture environment based upon solid values (dare - share - care - be fair) 
• Acting autonomously and belonging to motivated teams with good work-life balance 
• Contributing to a company where sustainability, safety and well-being are key to our success

If you are passionate, cause-driven, you can make this quest yours by joining our dedicated colleagues and give your career a new meaning.