CUSTOMER SERVICE & FIRST-LEVEL SUPPORT – AFTER-SALES (MEDICAL DEVICES)

GENERAL SUMMARY

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 more than 30 years ago, EMS offers valuable solutions in the fieldsof:

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

Respect, Excellence and Client orientation are EMS’ core values.Quality is part of EMS’ DNA, it is engraved in EMS’ Mission.Happy and healthy patients, successful clinicians and passionate partners, this is EMS’ mission. EMS delivers innovative and clinically proven treatment outcomes in the least invasive way. We are committed to fostering knowledge and skills by training and educating healthcare professionals, partners and employment.

KEEP IT SIMPLE“It takes profound knowledge to do things in a simple manner”. This quote from A.R.J. Turgot is one of the pillars of EMS’ values and drives our s

pirit.Keep it simple.Strong ability to present complex solutions in clear, simple terms. Be compliant

As part of the opening and development of our activity, we are seeking a Senior Service & Support Technician who will be responsible for the complete management of technical support for medical equipment in their territory. This role offers high autonomy and key role in the local establishment of the activity.

POSITION OVERVIEW

The Customer Service & First-Level Support Specialist plays a key role in delivering high‑quality after‑sales service for medical device users (clinicians, distributors, and service partners). This role acts as the first point of contact for customers, providing technical guidance, troubleshooting support, and coordination with internal teams to ensure efficient problem resolution. The position contributes directly to customer satisfaction, service excellence, and the reliable performance of medical technologies in the field.

TASKS & RESPONSIBILITIES

1. Customer Service & Case ManagementServe as the primary point of contact for customer inquiries related to product operation, troubleshooting, repairs, loan devices, invoicing, and service requests.

• Create, document, and manage customer cases and service requests in Microsoft Dynamics 365 CRM and CIN7, ensuring accurate records and full traceability.
• Gather and document relevant customer and technical information to support efficient issue resolution.
• Follow up on open customer requests and maintain regular communication regarding service status and next steps.
• Coordinate with EMS headquarters and internal stakeholders when escalation or additional support isrequired.
• Coordinate spare parts requests and orders with EMS Headquarters, ensuring timely availability of parts required for repair activities and technical supportin Brazil

2. First-Level Technical Support Provide

• first-level technical support and troubleshooting guidance for EMS products following approved procedures and product documentation.
• Inform customers regarding repair steps, estimated timelines, and required documentation.
• Assist customers with product operation, basic maintenance recommendations, and best

practices.

• Escalate complex technical issues to Service Engineers or Global Technical Support teams when required.
• Ensure technical issues and resolutions are properly documented in company systems.

3. Return & Warranty Process Coordination

• Coordinate product returns, warranty requests, and repair cases in accordance with company

procedures.

• Manage loan device requests and follow up on equipment returns.
• Ensure returned devices and related documentation are properly registered and tracked.
• Communicate service progress and repair updates to customers.

4. Customer Service & Administrative Support

• Support quotation follow-up, invoicing requests, and general customer service activities.
• Assist with order administration and service-related documentation.
• Coordinate with EMS headquarters regarding customer requests, deliveries, and administrative matters.
• Contribute to maintaining accurate customer and service records.

5. Documentation & and Reporting

• Maintain accurate records of customer interactions, service activities, and technical cases.
• Ensure compliance with EMS quality standards and applicable regulatory requirements, including ANVISA-related processes when applicable.
• Contribute to customer satisfaction through timely communication and professional support.
• Participate in training activities and continuous improvement initiatives.

Required Skills &; Competencies

• Strong communication skills ability to translate technical issues into clear, customer-friendly explanations.
• Basic technical understanding of electromechanical or medical devices.
• Ability to manage multiple priorities and coordinate tasks undertime pressure.
• High level of attention to detail, especially regarding product traceability and safety requirements.
• Customer-oriented mindset with a problem-solving attitude.

EDUCATION & PERSONAL SKILLS

• Experience in customer service, telephone support, or after-sales technical support, preferably in the medical device, healthcare, or technology sector.
• Knowledge of device repair processes, service management systems (ERP/DEAR, CRM), or RMA procedures.
• +5 years’ experience in customer service, telephone support
• Commercial understanding is mandatory, technical knowledge helpful.
• Fluent in English.
• Strong verbal, written communication, and interpersonal skills can articulate succinctly to all levels of the organization.
• Proven understanding of After Sales Processes for Services.
• Ability to handle sensitive, confidential information.
• Experience with a variety of office software MS office and CRM (including email tools, scheduling tools, spreadsheets,and databases).
• Very dynamic, positive, and open-minded person.Ability to work well with all levels of internal management and staff.
• Ability to handle sensitive, confidential information.
• Be creative and enjoy working in a fast-moving, entrepreneurial environment that is mission-driven and results-oriented.
• Demonstrated ability to achieve high performance goals in a fast-paced environment and to prioritize tasks under pressure.
• Ability to maintain a disciplined work ethic in a flexible virtual environment.
• Able to work independently and set priorities appropriately to achieve goals.
• Adaptable to various competing demands and demonstrates the highest level of customer/client service and response

POSITION

• Location: São Paulo Brazil
• Need to travel: – In need only locally upon requests
• Probation Period: Completed
• Occupation: 100%Working hours: 9:00 to 18:00 with an hour break (Core working time: 10:00 to 16:00)

JOIN US EMS Encourages diversity at workplace!