Customer Support Associate

Mission

Responsible for providing expert-level applications training and on-going service trouble shooting and support for all product lines. Documents product complaints and feedback in accordance with regulatory and internal processes.

Responsibilities

• Provide on-site and/or remote product application support to customers. Domestic and international travel to conduct product training and installations. Up to 60%.
• Scientific and technical information are provided in response to inquiries regarding IBA Dosimetry products as it relates to their clinical use; Technical and product release knowledge is continually refreshed.
• Train and support customers properly and safely use equipment/systems. Trouble shooting, repair and calibrate hardware onsite or in the office.
• Serves as a technical expert and resource to our customers; Training and installation guidelines is followed and records is maintained in collaboration with responsible departments.
• Handle day-to-day customer service tasks: technical requests, pre/post installation follow-up, and hotline support. Creates service orders, ensures smooth installation planning, remove roadblocks to regular clinical use. Addresses customer concerns quickly. Participates in hotline support and 24/7 service initiative.
• Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints.
• Proactively resolves service incidents and complaints according to established procedure/processes.
• Communicate with customers: incident management, customer inquiries, complaint handling. Processes, investigates, and reports customer product complaints and change requests in compliance with medical device manufacturer regulatory guidelines. Complaint lead-time is kept to a minimum.
• Advise customer on spare part selection, maintenance services, upgrades, reports potential sales to Service Sales Representatives.
• Manage and update databases.
• Creates clear, traceable, and audit-ready customer database entries
• Follow-up on delivery status, adherence to timeframe commitments.
• Maintains a clear overview of all open issues and reacts swiftly to resolve delays.
• Author and review supportive training content.
• Written procedures, FAQ’s, presentations, and video content produced for use in enhancing our customer’s support experience as well as internal product knowledge transfer.

Requirements

Education and Experience:

• M.S. or P.H.D. in Medical Physics is preferred. M.S. or B.S. in Nuclear Engineering, Health Physics, as well as other Engineering disciplines and/or a background in Treatment Planning (Dosimetry) will also be considered.
• 1-3 years of prior working experience.
• Experience in medical product applications training is strongly desired.
• Experience in medical device repair and calibration is a plus.
• Experience as clinical physicist is a plus.
• Experience in Proton Therapy System is a plus.

Computer Skills:

• General knowledge of Microsoft products such as Excel, Word, Access, Outlook etc. is a must.
• Familiarity with Microsoft SQL Server software is a plus.

Behavioral Characteristics:

• Detail oriented
• Result driven and proactive
• Customer-focused
• Excellent communication and training skills
• Team player
• Able to work Independently in challenging environments

Life at IBA

At IBA, we value creativity, innovation, and a commitment to excellence. As a certified B Corporation (B Corp), we uphold the highest standards of social and environmental performance. If you’re ready to embark on a journey where your skills and ideas can truly make an impact, apply now to join our dedicated team. Let’s shape the future of technology together!

Apply today and be part of a mission that matters!