Escalate complex issues to appropriate internal teams where necessary.
Collaborate with software developers, field service personnel, distributors, and third-party suppliers to achieve timely resolutions.
Perform remote assessments of customer software, hardware, and interface requirements.
Assist with service quotations and support-related administrative tasks.
Utilise SQL Server Management Studio to investigate and resolve database-related issues.
Contribute to process improvement initiatives and support projects.
Participate in hotline coverage to ensure excellent customer service at all times.
Required Qualifications
Essential
Previous experience in a technical support, helpdesk, application support, or IT support environment.
Experience supporting healthcare software or medical device solutions.
Fluent written and spoken English and ideally Italian.
Strong troubleshooting and analytical problem-solving skills.
Experience supporting Microsoft Windows environments.
Excellent communication and customer service skills.
Ability to work independently and as part of a collaborative team.
Proficiency with Microsoft Office applications.
Desirable
Knowledge of SQL Server and database troubleshooting.
Understanding of TCP/IP networking concepts.
Experience supporting software interfaces and integrations.
Experience working with Italian healthcare organisations or distributors.
Familiarity with remote support technologies.
What We're Looking For
The ideal candidate will be passionate about delivering excellent customer service and enjoy solving technical problems. They will be comfortable working in a fast-paced support environment, engaging with customers in both English and Italian, and collaborating with cross-functional teams to deliver successful outcomes.
Why Join Haemonetics?
Join a global healthcare technology organisation making a positive difference to patient care.
Develop technical expertise across software, databases, interfaces, networking, and healthcare IT systems.
Work alongside experienced technical specialists and product experts.
Be part of a supportive and collaborative team environment in Coventry.
Opportunity to contribute to the growth and support of our expanding Italian customer base.
Language Requirement: Applicants should be fluent English and ideally in Italian, with the ability to provide verbal and written technical support in both languages.
Location Requirement: This is an office-based position in Coventry, UK and regular attendance at the Coventry office is required (3 days per week)
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