Technical Support Analyst

With a startup spirit and 125,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Customer Service - Technical Support

Main Responsibilities

• Respond to customer telephone, chat, and email inquiries by providing diagnostic and other assistance on the basic questions and high call volume queue platforms supported and serviced by us
• Coordinate and Plan Dispatch Schedules with Japanese customers
• Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
• Provide follow-up service by calling customers who have recently had service interactions
• Maintain accurate records and documentation on service tickets
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements
• Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
• Follow up on shipped parts that require a parts return (RMA)
• Complete service documentation as required
• Contributes to team goals and objectives through active participation.
• Promotes Professional Services

Job Requirements

• Minimum 2 years of service experience in the troubleshooting and repair of electronic system
• Good written and spoken English Language
• Good working knowledge of electronics and electro-mechanical devices
• Proficient PC skills (Microsoft Office package) – and/or LIS or Lab Management Software (LMS) a plus.
• Experience with medical devices and equipment, experience with company equipment a plus.
• Effective communication and customer service skills
• Working knowledge and practical experience of basic lab test equipment
• Working knowledge and experience of networking set up and troubleshooting
• Shift base position

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

With a startup spirit and 125,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Customer Service - Technical Support

Main Responsibilities

• Respond to customer telephone, chat, and email inquiries by providing diagnostic and other assistance on the basic questions and high call volume queue platforms supported and serviced by us
• Coordinate and Plan Dispatch Schedules with Japanese customers
• Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
• Provide follow-up service by calling customers who have recently had service interactions
• Maintain accurate records and documentation on service tickets
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements
• Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
• Follow up on shipped parts that require a parts return (RMA)
• Complete service documentation as required
• Contributes to team goals and objectives through active participation.
• Promotes Professional Services

Job Requirements

• Minimum 2 years of service experience in the troubleshooting and repair of electronic system
• Good written and spoken English Language
• Good working knowledge of electronics and electro-mechanical devices
• Proficient PC skills (Microsoft Office package) – and/or LIS or Lab Management Software (LMS) a plus.
• Experience with medical devices and equipment, experience with company equipment a plus.
• Effective communication and customer service skills
• Working knowledge and practical experience of basic lab test equipment
• Working knowledge and experience of networking set up and troubleshooting
• Shift base position

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.