First Level Support Coordinator - Technischen Kundendienst
EMS is the leading manufacturer of precision medical devices for dental prophylaxis, orthopaedics and urology. With over 700 qualified and specialised employees, we work on further improving our products and services every day - at our corporate headquarters in Nyon and around the world: Because, our goal is absolute perfection.
With this philosophy, we are continuing a more than 200-year-old tradition of the Swiss Vallée de Joux. This is where EMS was founded - as well as numerous other brands, which are known around the world for their precision down to the smallest detail.
As a market leader, EMS sets new standards in the design, manufacturing, and sale of devices used for medical and dental treatments. EMS products benefit from a tradition of flawless Swiss precision and craftsmanship.
Founded over 40 years ago, EMS offers valuable solutions in the following areas:
- Dental Prevention - Inventor of GBT (Guided Biofilm Therapy): evidence-based protocol for managing biofilm on teeth, soft tissues, and implants, and original technologies Airflow®, Perioflow®, and PIEZON®.
- Urology - Market leader in endoscopic lithotripsy, EMS shapes the history and future of stone management with its LithoClast® and LaserClast® product range.
- Shock Wave Therapy - Inventor of RSWT® (Radial ESWT) and developers of the Swiss DolorClast® method for the effective treatment of musculoskeletal and dermatological conditions.
Respect, excellence, and customer orientation are core values of EMS.
First Level Support Coordinator - Technischen Kundendienst
Job Description
The role of the first level support coordinator is to ensure customer contact: answering phone calls, performing remote troubleshooting in French and German, billing, and shipping repair services.
Tasks Description
- Handle customer, partner, and subsidiary returns comprehensively.
- Ensure customer contact via email or phone (German required) and find solutions to their needs.
- Be capable of performing first-level technical troubleshooting support to resolve issues remotely (in tandem with tech support & First Level Coordinator).
- Enter necessary information into the CRM to ensure a smooth workflow and maintain good traceability of records.
- Assist the Sales team with certain technical requests.
- Place orders for the replacement of defective parts.
- Place orders for EQ-258 parts with special flow.
- Billing and shipping orders in the ERP.
- Backup loan management in the absence of the responsible person.
- Occasionally help with unpacking, disinfecting, and recording devices.
- Optimization of the Department: Active participation in action plans.
- Apply safety instructions.
Skills Description
- 3 to 5 years of experience in a similar role.
- Knowledge of ERP and CRM systems.
- Bilingual in German or Swiss German, very good level of French and English.
- Sought-after interpersonal skills.
- Service-oriented, responsive, flexible, and capable of working efficiently.
Nyon / 1262 Nyon
