System Support Engineer

With a startup spirit and 115,000+ 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. Come, transform with us.

Inviting applications for the role of System Support Engineer – Remote RO!

Responsibilities

• Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.

• Provide remote diagnostics and troubleshooting for medical devices

• Generate and maintain proper complaint documentation

• 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

• Supports the Technical Support telephone line by providing emergency technical assistance

• Contributes to team goals and objectives through active participation

• Promotes Professional Services

• Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment

• Attention to detail, superior interpersonal skills and good problem-solving skills

• Troubleshooting hardware and software issues

• Upgrading systems to enable compatible software on all computers

Qualifications

• A Bachelor’s Degree in Electronics/Mechanical/ Computers/Biomedical Engineering is required

• Relevant experience of service experience in the troubleshooting and repair of medical devices/electronic and electro-mechanical devices

• Requires a good general knowledge of electronics and electro-mechanical devices (Megatronics), PLCs and pneumatics

• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service

• Knowledge of basic security concepts and best practices (like encrypted connections, VPN, remote desktop)

• Recent service experience in the troubleshooting and repair of IT and complex electronic systems preferred

• Knowledge of Salesforce/ServiceMax/PC/software/LIS/networking/database management knowledge is highly desired

• Experience with PC assembly, upgrades and repairs is highly desirable

• Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints

• Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone

• Proficient PC skills (Microsoft Office package)

• English & one more language proficiency requirement (Spanish, Italian, German or Dutch)

What can we offer?

• Attractive salary

• Stable job offer – employment contract

• Various trainings (initiating, soft skills)

• Possibility of development

• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts

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.