Technical Knowledge in Customer Service
Why It Matters More Than Ever
By: Henk Bertrums
In today’s world of single-use medical device disposables, the role of customer service has evolved beyond answering calls and handling complaints. In a highly regulated industry, frontline support teams are now expected to act as knowledgeable partners – equipped with the technical understanding needed to support both clinical users and procurement professionals. Whether the conversation involves a microscope, a C-Arm, or an ultrasound-guided procedure, it’s essential that customer service professionals understand how these devices function, where and how they are used, and the compliance landscape that surrounds them.
Often, healthcare professionals reach out with complex questions – ranging from product compatibility with sterilization processes to interpreting datasheets or understanding ISO compliance documentation. When customer service teams are able to respond immediately and accurately, they build credibility and trust. It removes unnecessary delays, reduces the need for escalation, and enhances the overall customer experience. In some cases, the ability to troubleshoot usage concerns right away can even impact patient outcomes.
Companies that recognize this shift and invest in technically equipping their customer service teams are gaining a strong competitive edge. These are the manufacturers that healthcare professionals return to – not only because their products perform well, but because their support teams are confident, well-informed, and speak the same technical language. The result is stronger customer loyalty, fewer escalations to technical or quality assurance departments, and more direct insights that help drive innovation and product improvement.
To meet this standard, forward-thinking organizations are embedding technical knowledge into the core of their customer support culture. This often includes ongoing training, close collaboration with R&D and regulatory departments, and the development of internal knowledge hubs that keep information accessible and up to date. In many cases, support agents are even encouraged to pursue industry-specific certifications to deepen their expertise and better serve the needs of their customers.
In a fast-moving field where compliance, precision, and patient safety are paramount, responsiveness alone is no longer enough. Customer service must also be technically informed. When empowered with the right knowledge, support teams become more than just a point of contact – they become educators, troubleshooters, and trusted partners in delivering better healthcare.
Biography of Henk Bertrums
Henk Bertrums joined Exact Medical Manufacturing BV, the European subsidiary of Exact Medical Manufacturing Inc., Nieuwkuijk in the Netherlands, in September 2019. Being responsible for Customer Service, purchase orders and coordinating logistics. Born and raised in ‘s-Hertogenbosch. Happily married with Tamara for almost 25 years and a proud father of a son and daughter, of which the latter of will hopefully graduate as an anesthesiologist this year. His free time he loves to spend on visiting concerts, making music with his bandmates, writing children-stories and go on holidays to Greece and Spain.