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English & Spanish Technical Support Specialist
Location Liffey Valley
English & Spanish Technical Support Specialist
Advanced Medical Optics (AMO) is a global medical device leader focused on the discovery and delivery of innovative vision technologies that optimize the quality of life for people of all ages. Our shared Services Centre for Europe, Africa and the Middle East is based in Liffey Valley Office Campus, Co Dublin. We are currently recruiting for a Spanish & English speaking Technical Product Support Specialist.

This role which is based in our EAM Shared Service Centre in Dublin will work with our customers and Field Engineers in both our Corneal Refractive Surgery group (CAR) and the Cataract Refractive Surgery Group (CAS). The successful candidate will field technical customer inquiries in order to solve equipment related problems. Responsible for Level 1 technical phone support for customer related issues, spare parts orders, SAP call processing and FSE dispatch in EAM If troubleshooting is unsuccessful, a call will be dispatched to field service. The role will help to drive overall customer satisfaction by troubleshooting and assisting with all basic problems relating to AMO equipment.

This is a multilingual role and we require candidates with fluency in English and Spanish. Knowledge of other European languages is also an advantage.
Role and responsibility:
• Serve as the first line responder in call center to customer support inquiries.
• Provide superior customer service to Corneal COR and CAR customers
• Responsible for answering phone calls and assuring that call are forwarded to the appropriate representative.
• Manage all Tech Support issues to resolution or appropriate escalation
• Answering questions on the basic operation of AMO COR and CAR equipment.
• Sending fact or cut sheets to customers via e-mail or fax.
• Using SAP database system to dispatch service notifications and manage escalations.
• Update equipment records in SAP as needed for basic customer changes.
• Provide logistics support to Field Engineers.
• Provide On Call support in a scheduled Rota
Skills and experience needed.
• Excellent product/customer support experience
• A degree in ophthalmic technology, electronics, optics or equivalent
• Technical aptitude, 0 – 3 years working knowledge of Laser or Phaco technology
• Familiarity with opthalmic surgical or diagnostic equipment and terminology
• Prior experience in a clinical or biomedical environment is a plus
• Familiarity with ISO and FDA servicing requirements
• Excellent verbal and written communication skills
• Self starter
• Ability to travel to support field escalations
• Willing to work weekends and support customer after hours coverage on a rotational basis
• SAP knowledge an advantage but not essential
• Fluency in English and Spanish

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