About the role
Our client is a global medical technology company focused on improving diabetes care through innovative, user-friendly devices. Its portfolio includes insulin pumps, continuous glucose monitoring (CGM) systems, blood glucose monitoring devices and point-of-care diagnostic solutions.
With an expanding international presence, the company helps patients and healthcare professionals manage diabetes more effectively. It is looking for an After-Sales & Technical Support Specialist to support customers and distribution partners across Latin America.
Key Responsibilities:
Technical Support & Troubleshooting
- Serve as a key contact for distributors, local customer service teams and healthcare professionals across Latin America, providing support for CGM systems, blood glucose meters and insulin pumps. - Investigate and resolve technical inquiries related to device operation, data synchronization, software connectivity and mobile applications. - Coordinate with internal technical and product teams to resolve complex cases and provide timely updates to partners and customers. - Support product complaint handling, returns and replacements in collaboration with the relevant internal teams.
Distributor Support & Training
- Build strong working relationships with regional distributors and help strengthen their local after-sales support capabilities. - Deliver product training, troubleshooting sessions and practical guidance to distributor teams and healthcare professionals. - Support new product launches by preparing local partners to handle customer inquiries and common technical issues. - Develop clear support materials, FAQs and troubleshooting guides adapted to regional needs.
Customer Experience & Product Improvement
- Track support cases and follow up to ensure issues are resolved effectively. - Identify recurring technical issues and customer feedback, sharing insights with Product Management and Technical Support. - Improve support processes to increase responsiveness and customer satisfaction across the region. - Maintain accurate case records and handle customer information responsibly in line with company procedures.
Requirements
- At least 3 years of experience in after-sales service, customer support or technical support within the medical device industry. - Experience supporting diabetes care products, particularly insulin pumps, CGMs or blood glucose meters, is strongly preferred. - Experience working with distributors or supporting customers across Latin American markets. - Strong troubleshooting skills and the ability to explain technical information clearly to different audiences. - A customer-focused approach, strong follow-through and confidence managing cases independently. - Ability to collaborate with international teams and coordinate across time zones. - Fluency in Spanish and English; or Portuguese and English depending on the location.
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