OverviewKellyConnect® is looking for professional talent with medical device complaint and business to business experience!
The Service and Repair Support Specialist is responsible for responding to customer inquiries and resolving customer complaints/work orders for capital equipment. The Service and Repair Support Specialist is also accountable for maintaining a high level of customer satisfaction through timely and correct work order processing. Additionally, as a member of the Service and Repair team, the Service and Repair Support Specialist will have primary responsibilities, but will cover other team members when necessary with billing, contracts, agreements, annual reviews, asset management, reports, team metrics, revising procedures in the appropriate PLM system, audits and other duties are described below.
The Service and Repair Support Specailist will engage with Customer Service, Customer Quality, Sales, Marketing, R&D, Global Supply Chain organizations as well as Affiliate businesses on processes and procedures to ensure alignment in meeting the needs of the organization and the customer.
Responsibilities For a typical day as an Service and Repair Specialist you’ll be:
- Completing daily tasks within Medical Device Service and Repair database.
- Documenting and following up on customer repairs regarding billing, shipping delays and products.
- Distributing customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
- Generating routine correspondence to secure additional customer information or resolve customer/service center disputes.
- Arranging meetings between staff and sales, engineering and shipping personnel to handle customer repairs.
- Distributing customer surveys, compiles results and summarizes customer feedback data. Analyzes and reports on results.
- Woring with Service & Repair Support technicians when necessary to locate missing shipments; when applicable.
- Working with the Buyer Planner on orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages as directed.
- Contacting customers/service centers to advise them of shipment delays and/or collect information necessary to process orders.
- Communicating business-related issues or opportunities to the next management level.
- Ensuring personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures.
- Completing adhoc duties as needed.
QualificationsThis job might be an outstanding fit if you:
- Have a High School diploma
- Have problem analysis & resolution skills
- Have strong technical and project leadership skills
- Have demonstrated initiative, creativity, and assertiveness in past roles
- Have the ability to use influence and motivational techniques to lead process improvements with multi-functional teams
- Have the ability to communicate effectively to different organizational level
- Have onflict management skills
- Have strong coaching, mentoring, and people development skills
- Have the ability to work independently, with only occasional guidance
- Have the ability to work effectively in a team environment
- Have the ability to make effective management level presentations, and write formal reports dealing with departmental metrics
It's a plus if you:
- Have a bachelors Degree in a technical discipline or business
- Have experience working in a regulated environment
- Have 5+ years performing cross functional or multiple discipline assignments
- Have 2+ years of experience of providing service for medical devices
- Have experience in warehousing, distribution, operations, manufacturing, supply chain, or logistics
- Have experience within a Customer Service function
- Have knowledge of GMP (Good Manufacturing Practices) / ISO (International Organization for Standardization)
- Have knowledge of EHS (Environmental Health and Safety) regulations
- Have systems applications knowledge
- Have a track record of providing service for medical devices
