Capital Technical Support Specialist

Purpose:
Customer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels & efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation & inclusion, service to the community, & uncompromising integrity at the heart of everything we do. The Customer Service Associate is responsible for supporting first and second-tier medical device support via phone, email and online web tools. This role collaborates with business partners throughout the organization to drive customer loyalty & achievement of the company’s sales / revenue objectives by achieving the highest level of operational effectiveness & delivering exceptional customer service.
Responsibilities:
Provide first and second tier Product support via phone, email, online web tools.
Open and handle multiple cases daily. Write, communicate, and submit customer complaints within the required QA timeframe.
Process customer orders including order entry, order status, document creation, order release, shipment tracking, and document management for various order types.
Process returns according to Terms and Conditions Critical knowledge and application of Terms and Conditions
Support Customer Service Operations project initiatives.
Support Key Performance Indicators to achieve department service level goals.
Identify process improvements where applicable for superior customer service including new customer requirements.
Participate in weekly after-hours call rotation of on-call schedule.
Work with our service department to coordinate product replacement logistics and in-field repair scheduling.
Effectively handle direct communication with our customers and work closely with the Service Coordinator to facilitate non-warranty quotes, orders, and replacements.
Complete/apply all quality, regulatory safety, and compliance training.
Support audit documentation requirements for internal Quality, external regulatory agencies and/or customer.
Highschool diploma or GED equivalent required. Degree preferred.
Knowledge of device troubleshooting. Medical device troubleshooting preferred.
Proficient in relevant software, Microsoft Office (Excel, Word), ERP/SAP, SharePoint, customer feedback system
Ability to interact with all levels of personnel, customers and sales force.
Analytical and problem-solving skills, proven ability to conduct a root cause analysis to make decisions within the scope of responsibility.
Ability to multitask, prioritize work, effective time management and organizational skills.
Ability to work independently and in a team environment.
Keen attention to detail with a prominent level of accuracy.

Employment type
Full-time

Work arrangement
Hybrid