Resolution Technologies
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Service Operations Representative
Customer Service Representative Summary:
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:
Customer Service Representative Skills/Experience Required:
Brianna Grubbs
Service Operations Representative
Job Description
Service Operations Representative
Customer Service Representative Summary:
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.
- Knowledge of Zen Desk or other ticketing software/CRMs a plus
- Basic understanding of medical technology a plus
Job Requirements
Zendesk, Outlook, Excel, Microsoft Teams
Meet Your Recruiter
Brianna Grubbs
Technical Recruiter
I'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.
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