ABOUT EMS

EMS is a global leader in the design, manufacturing, and sale of devices used for medical and dental treatments. With over 40 years of expertise, EMS embodies Swiss precision and craftsmanship, delivering innovative solutions in:

• Dental Prevention : Inventors of Guided Biofilm Therapy (GBT), a proven protocol for biofilm management, and creators of Airflow®, Perioflow®, and PIEZON® technologies.
• Urology : Pioneering endoscopic lithotripsy solutions with the LithoClast® and LaserClast® product range.
• Shock Wave Therapy : Innovators of RSWT® (Radial ESWT) and the Swiss DolorClast® Method for treating musculoskeletal and dermatological conditions.

At EMS, we are driven by our core values: Respect, Excellence, and Client Orientation. Our mission is simple: to ensure happy and healthy patients, successful clinicians, and passionate partners through the least invasive and clinically proven treatments.

MISSION

As a First Level Support team member, you will provide exceptional customer service and technical support for EMS medical devices, ensuring prompt and effective solutions. This role requires a proactive approach, technical expertise, and a commitment to teamwork and quality service.

TASKS & RESPONSIBILITIES

• Deliver outstanding customer service, ensuring a positive and professional experience.
• Become a technical expert on EMS medical devices, offering accurate troubleshooting and solutions.
• Use available tools and guidelines to diagnose and resolve customer issues efficiently.
• Maintain accurate records of customer interactions, collecting and entering data into the CRM system.
• Create and track cases in CRM, ensuring precise documentation and timely follow-ups.
• Review customer history during interactions to provide tailored solutions.
• Provide clear, concise instructions to customers and internal teams.
• Accurately capture and record device serial numbers, accessories, and spare parts.
• Coordinate the shipment of loaner devices or accessory parts to customers when needed.
• Process customer purchases and create sales orders as required.
• Manage call times effectively, balancing quality service with operational efficiency.
• Monitor the return of loaned devices or accessories, ensuring completeness and addressing any discrepancies.
• Send professional, clear, and timely email communications to customers and the team.
• Foster a collaborative and team-oriented work environment.
• Perform additional tasks as assigned, based on skills and company needs.

EDUCATION & PERSONAL SKILLS

• High School Diploma or GED required; an Associate’s Degree or Certificate in Dental Assisting, Health Sciences, or a related field is preferred. Relevant certifications (e.g., CDA or RDA) are a plus.
• Previous experience as a dental assistant or hygienist is highly desirable.
• Fluency in English and Portuguese is required. French is a plus.
• Proficiency in CRM systems and customer service tools is a plus.
• Technical aptitude and a willingness to learn and master new medical devices and technologies.
• Strong communication and problem-solving abilities.
• Detail-oriented with excellent organizational skills.

BEHAVIORAL COMPETENCIES

At EMS, we have defined key competencies that support our Vision and Mission statements. These competencies form the cornerstone of EMS performance drivers:

1. Teamwork and Collaboration : Builds and maintains positive working relationships while demonstrating respect, empathy, and understanding. Contributes to a harmonious and productive team environment.

2. Adhering to Principles, Acting with Values and Integrity : Demonstrates honesty and integrity while adhering to ethical principles and EMS’s core values. Ensures compliance by diligently following policies, rules, and regulations.

3. Excellence in Execution : Consistently plans, organizes, and delivers high-quality results. Exceeds expectations through strong execution and timely task completion.

4. Agile Thinking : Demonstrates flexibility and adaptability to change while proactively solving challenges. Adjusts quickly to new conditions with resilience and creativity.

5. Innovation and Creativity : Encourages imaginative thinking and generates new approaches and solutions. Actively seeks opportunities to improve processes, products, and services.

WHY JOIN US?

At EMS, we offer an exciting opportunity to be part of a global and successful company, where you can thrive in a pleasant and supportive work environment. Enjoy the benefits of a future-proof, permanent position with a flexible and self-responsible working culture, all within the framework of our unique “I Feel Good” corporate culture.

We take pride in fostering diversity and inclusivity in the workplace, encouraging individuals from all backgrounds to join our team and contribute to our mission.