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Robert Half International Medical Device Support in Ocala, Florida


Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. We have a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. We foster a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Technical Product Support Associate documents complaints and inquiries on products distributed in North and South America. The role provides first level troubleshooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues, while maintaining compliance to medical device and diagnostics post-market surveillance regulations in all activities.

Duties and Responsibilities

Receive inbound Customer calls and email communications and address in a professional and friendly manner

Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned

Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution

Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records

Communicate complaint investigation conclusions to customers through written reports and phone conversations

Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company

Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience

Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the Technical Support team

Execute applicable Quality System processes

Maintain ability to comply with business continuity plan (i.e. Work remotely)

Other duties as assigned

Key Position Competencies

Functional/Technical Skills

Problem Solving

Written Communications

Customer Focus


Interpersonal Savvy


Dealing with Ambiguity

Apply today for immediate consideration!


Must be able to work 1st Shift or 2nd Shift (Department hours 7am to 8pm)

Must demonstrate the application of advanced problem-solving methodologies, is detail-oriented, a critical-thinker, and experienced at investigating and resolving complex issues

Must demonstrate an advanced understanding of the principles of good Technical writing

Must be computer literate; proficient in MS Word, PowerPoint, Excel, and Outlook

Must have strong written and verbal communication skills

Must be able to take ownership, organize workload and change priorities quickly

Must assume responsibility and accountability for daily tasks and highlight any risks to Supervisor

Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities — fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.

From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE’s “Most Admired Companies” list every year since 1998.

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Salary: DOE

Location: Ocala, FL

Date Posted: October 19, 2020

Employment Type: Temp to Hire

Job Reference: 01030-9502725376

Staffing Area: Technology u0026 IT