The Service Operations Representative administrates all transactions related to medical equipment service customers. They will work with all departments to provide timely and thorough customer support. The representative is also responsible for contributing to a data driven culture by maintaining and reporting on service metrics. The representative plays a key role in driving improvements and recommendations including processes, pricing, equipment, and customer service. The representative is also responsible for contributing to the operations team as needed by management. Works closely with Biomedical Equipment Technicians, Warehouse and Service Personnel performing tasks such as packing, shipping, cleaning, preparing shipments, inventory management and other operational needs.
Customer Service Representative Organizational Impact:
In this role, you are the hub that keeps our Service customers fully equipped with their medical equipment including life-saving devices. You truly impact the success of the product portfolio by embracing a high level of customer focus and care.
Customer Service Representative Essential Duties and Responsibilities:
Create sales orders/invoices
Prepare quotes, providing customer with estimates for repairs and/or replacement costs
Correspond with customer to obtain key information about potential repair/s.
Research repair history by serial number to determine warranty information.
Create and issue Service RMA's and ship labels
Create and process loaner equipment. Responsible for loaner asset tracking and updates.
Work with receiving to verify product and customer information
Properly document all communication with customers including inbound customer phone calls
Record keeping and updating systems and spreadsheets
Provide basic technical support to assist customers over the phone
Review, edit, process and print all equipment unit orders and print all equipment parts orders
Proactively reaches out to customers regarding service of their equipment
Provide annual reports for customers on their repair history.
Drive service process improvements and recommend pricing, equipment and customer improvements.
Monitor and process orders in accordance with Gross Profit guidelines.
Works with operations to assist in order preparation and day-to-day readiness
Assist operations in development and growth of company
Other projects and job duties as assigned
Customer Service Representative Skills/Experience Required:
Strong computer skills with basic understanding of MS Outlook, Word and Excel.
Knowledge of Zendesk or other ticketing software or CRMs a plus
Ability to work in/contribute to a team environment.
Excellent customer relations skills.
Strong attention to detail and accuracy.
Excellent problem-solving skills. Can research problems with the appropriate individuals and respond to the customer (either internal or external) within the time frame given.
Basic understanding of medical technology a plus.
Ability to read and interpret technical documents and translate information to customers
Ability to write routine reports and correspondence.
Prioritize and organize daily follow-ups to ensure timely resolution.
Communicate with customers via phone, fax, e-mail or software management.
Customer Service Representative Preferred Qualifications:
Knowledge of Zen Desk or other ticketing software/CRMs a plus