PRIMARY OBJECTIVES
Provide customer support by efficiently coordinating resources from Service Repair
Engineers/Technicians, Logistics, and internal/external resources.
Provide administrative assistance in ERP system management and transactions to ensure Nanosonics system requirements are met in the service/repair process. Provide the initial point of customer contact (via email, phone, or web links) for service & support activities
SPECIFIC RESPONSIBILITIES & ACCOUNTABILITIES
Primary/Secondary for incoming calls to Service Support queue
Set-up pm work orders and add to the DSL within one business day of receipt.
Set-up RMA’s for Empty box and Label only work orders, Print the traveler sheet, and move line above the separation line in the DSL
Send email notifications to customers for serviced devices, loaner devices, and service parts by the end of each day
Quote Service Parts
Print blue labels for Depot
Monitor and Reply to Freshdesk Voicemails tickets
Email Service Reports, when requested
Move Tech Logs Daily
Scan Notifications from previous day
New contract set-up
Add calls from calendar
Set-up GE calls
Keep email inbox and Freshdesk tickets up to date
Send boxes/labels for trade-in devices, when needed
Check “Open Service Tickets” Freshdesk and assign tickets to your name for the tasks that are your responsibility for that day (Sending service reports, setting up pm’s, sending RFQ’s,etc.)
Other related duties as assigned
SKILLS, KNOWLEDGE, AND EXPERIENCE:
Ability to record and document initial receipt of incoming materials & medical devices requiring service.
Ability to learn and understand Enterprise Resource Planning (ERP) system for materials movement and management of medical devices
Ability to accurately obtain, record, and initial document information provided via telephone or email into succinct tasks & actions.
Experience in customer service, especially phone-based & email
correspondence
High level of computer skills, particularly in MS Office suite, and an excellent ability to learn new systems.
Ability to learn and understand multiple information/resource planning systems to
allow simple over-the-phone troubleshooting, using Nanosonics training guidelines
Able to safely lift medical device equipment weighing 5Olbs.
The position is on-site in Indianapolis, IN
The salary range is $50,000 to $53,000 annually , drug and background check required
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