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

• Urology

• Shock Wave Therapy

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 the First Level Support Coordinator, you will play a key role in ensuring efficient and professional customer support by answering inquiries, providing remote troubleshooting, and managing billing and shipping for repair services. This position requires bilingual proficiency and strong interpersonal skills to maintain EMS’s high standards of service excellence.

Tasks & Responsibilities

• Handle customer, partner, and subsidiary returns with thoroughness and professionalism.

• Ensure customer contact via email or phone (German required), providing tailored solutions to meet their needs.

• Perform first-level technical troubleshooting support to resolve issues remotely in collaboration with Technical Support and First Level Coordinators.

• Enter and maintain accurate information in the CRM system to ensure smooth workflows and traceability.

• Assist the Sales team with technical requests as needed.

• Place orders for the replacement of defective parts and manage billing and shipping orders in the ERP system.

• Support loan management in the absence of the responsible person.

• Occasionally assist with unpacking, disinfecting, and recording returned devices.

• Contribute to department optimization by actively participating in action plans.

• Adhere to and enforce safety instructions and protocols.

Education & Personal Skills

• 3 to 5 years of experience in a similar role.

• Bilingual in German or Swiss German, with a very good level of French and English.

• Knowledge of ERP and CRM systems.

• Strong interpersonal skills with a service-oriented and flexible approach.

• Responsive, detail-oriented, and capable of working efficiently under pressure.

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.