As a market leader, EMS sets new standards in the design, manufacturing, and sale of devices used for medical and dental treatments. EMS products benefit from a tradition of flawless Swiss precision and craftsmanship.

Founded over 40 years ago, EMS offers valuable solutions in the following areas:

• Dental Prevention – Inventor of GBT (Guided Biofilm Therapy): evidence-based protocol for managing biofilm on teeth, soft tissues, and implants, and original technologies Airflow®, Perioflow®, and PIEZON®.
• Urology – Market leader in endoscopic lithotripsy, EMS shapes the history and future of stone management with its LithoClast® and LaserClast® product range.
• Shock Wave Therapy – Inventor of RSWT® (Radial ESWT) and developers of the Swiss DolorClast® method for the effective treatment of musculoskeletal and dermatological conditions.

Respect, excellence, and customer orientation are core values of EMS.

Customer Support Coordinator - Technical Services

Job Description

The role of the first level support coordinator is to ensure customer contact: answering phone calls, performing remote troubleshooting in French and German, billing, and shipping repair services.

Tasks Description

• Handle customer, partner, and subsidiary returns comprehensively.
• Ensure customer contact via email or phone (German required) and find solutions to their needs.
• Be capable of performing first-level technical troubleshooting support to resolve issues remotely (in tandem with tech support & First Level Coordinator).
• Enter necessary information into the CRM to ensure a smooth workflow and maintain good traceability of records.
• Assist the Sales team with certain technical requests.
• Place orders for the replacement of defective parts.
• Billing and shipping orders in the ERP.
• Backup loan management in the absence of the responsible person.
• Occasionally help with unpacking, disinfecting, and recording devices.
• Optimization of the Department: Active participation in action plans.
• Apply safety instructions.

Skills Description

• 3 to 5 years of experience in a similar role.
• Knowledge of ERP and CRM systems.
• Bilingual in German or Swiss German, very good level of French and English.
• Sought-after interpersonal skills.
• Service-oriented, responsive, flexible, and capable of working efficiently.