Product Support Specialist

Job Description:

At Enovis™ we pay attention to the details. We embrace collaboration with our partners and patients, and take pride in the pursuit of scientific excellence — with the goal of transforming medical technology as we know it.

Because that’s how we change the lives of patients for the better. And that’s how we create better together. Why work at Enovis? See for yourself.

As a key member of the Enovis Recovery Sciences you will play an integral part in helping Enovis drive the medical technology industry forward through transforming patient care and creating better patient outcomes.

Job Title:
Product Support Specialist

Reports To:
Manager, Customer Care

Location:
Wilmington, DE

High-Level Position Summary:   The Product Support Specialist is responsible for interacting and supporting our internal and external customers to provide technical problem resolution via the troubleshooting of malfunctioning medical equipment. Resolves customer concerns raised during installation, operation, or product application by performing step by step question and answers to get to a diagnosis. Front line for customer feedback which is documented in the case system for regular trend analysis and review by the quality team. The incumbent must have the ability to work full-time with at least 3 required days from our Wilmington, DE location.

Key Responsibilities:

• Deliver technical service and support to our customers by gathering information on reported symptoms to diagnose the reported issue and determine if service, replacement part or resolution in the field is needed.  
• Responsible for monitoring, maintaining, and closing of cases while also ensuring the queues are maintained and responded to in a timely fashion.  
• Interact with customers to provide a response to inquiries, concerns, and requests about products and services.  
• Ensure customers and their needs are a primary focus of one’s actions to develop and sustain productive customer relationships.  
• Research customer account information for status of product warranty.  
• Follows documented controlled procedures and instruction to ensure all work is performed as expected.   
• Updates and maintains procedures and instructions that pertain to the job function.  
• Accurately process and record call/email transactions using provided computer and designated software.  
• Clearly conveys ideas and information received from customer feedback.  
• Process replacement and repair orders for devices when necessary to resolve customer reported issue.  
• Stay current with product knowledge on changes of software, hardware, and new products launched. •     Key post sale liase for customers with Operations, Clinical support and OSR/ISR’s   
• Works closely with Quality & Regulatory, Manufacturing, Service, and Shipping.  
• Monitor, record and report on customer cases and failure analysis.  
• Any other duties as assigned by your manager.  

•  Currently, Enovis does not provide sponsorship for employment visas (e.g., H-1B) and will not offer such sponsorship in the future. Applicants must already have full-time work authorization in the United States, both now and in the future, without requiring sponsorship.

Minimum Basic Qualifications

• Bachelor’s degree in a technical or business discipline or 3-5 years of equivalent experience.
• Required to have strong communication skills and product/service knowledge.
• Positive attitude, exemplary attendance, and reliable team member
• Working Knowledge of Microsoft Office Suite
• Moderate IT Knowledge

Travel

Travel is not required for this position.

Desired Characteristics:

• Knowledge of Oracle, Microsoft Dynamics AX, Salesforce, or similar software
• Previous troubleshooting of equipment.
• Previous phone/email support experience.
• Customer Centric
• Self-Motivated
• Ability to manage change
• Builds Relationships with customers and peers
• Communication Proficiency
• Diagnostic Information Gathering
• Analytical Thinking
• Organizational Skills
• Multi-tasking
• Multi-system management
• Time Management
• Ability to Prioritize and re-prioritize as needed

“Creating better together”. It’s the Enovis purpose, and it’s what drives us and empowers us every day on a global scale. We know that the power to create better – for our customers, our team members, and our shareholders – begins with having the best team, pursuing common goals, operating at the highest levels, and delivering extraordinary outcomes.

What does creating better together mean to us at Enovis? Discover the “why” behind our purpose, values and behaviors:

 Our Enovis Purpose, Values and Behaviors on Vimeo

We offer a comprehensive benefits package that includes:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Spending and Savings Accounts
• 401(k) Plan
• Vacation, Sick Leave, and Holidays
• Income Protection Plans
• Discounted Insurance Rates
• Legal Services

ABOUT ENOVIS
Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent, and innovation, the company’s extensive range of products, services, and integrated technologies fuels active lifestyles in orthopedics and beyond. Visit www.enovis.com to learn more.

EQUAL EMPLOYMENT OPPORTUNITY
Enovis provides equal employment opportunities based on merit, experience, and other work-related criteria without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees’ beliefs and practices that do not conflict with Enovis policies and applicable law. We value the unique contributions that every employee brings to their role with Enovis.

Join us in creating better together.

ABOUT ENOVIS™

Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company’s extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond. For more information about Enovis, please visit www.enovis.com.

EOE AA M/F/VET/Disability Statement

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.