Customer Experience Technical Lead (Charlotte, North Carolina, US) bei LINET

CX INSIDE TECHNICAL SUPPORT II

SUMMARY 

The Technical Service II position will be responsible for the daily customer communication via telephone, email or Web service requests, regarding any service, claim, delivery damage, demo bed related concerns, and reporting them through the company internal support systems, while also assisting in troubleshooting and diagnosis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include, but are not limited to, those listed below:

• Receive customer requests for service assistance via telephone, e-mail, and web
• Provide technical support to our Field Service technicians and service partners
• Create service calls with strong emphasis on accuracy in details
• Create service quotations, consisting of parts, labor, and travel
• Create service sales orders, after purchase order receipt
• Confirm part availability at time-of-service quotation and service sales order creation.
• Schedule all Field Service technician service visits
• Process and manually fill out fillable PDF evaluation and service forms for Field Service Technicians
• Review all field service evaluation and completed service and PM forms for accuracy, then update service

call with appropriate notes, create new part orders, if necessary, schedule revisit, follow up with customer,

pend call to proper status or close call.

• Schedule Linet service technicians, and provide Linet fillable PDF service forms
• Consistent and pro-active follow up with customer concerns and resolution
• Provide high level of customer service and interact with customers in a professional manner. 
• Responsible for all part returns, required for service claims:

• This consists of review of parts that are returned
• Confirming returned parts are truly warranty, and not damage
• Coding/labeling the parts
• Filling out the proforma form
• Logging the complaint into the extranet, then prepare for shipment back to CZ (manufacturer) 

• Follow up via phone call/email with all facility self-service biomed/maintenance personal, of bed part installations to confirm bed is ready for service. 
• Correcting any updated part numbers from manufacture into company internal support system.
• Tracking and updating all common parts lists.

• Maintain strong emphasis on accuracy in details, within calls, forms, notations
• Responsible for all Field service technician van inventory maintenance, transferring of parts to van inventory, and van inventory parts max/min levels, as well as van return, returning any unused parts back into warehouse inventory.
• Manage Equipment card, that includes monitoring, correct, and make necessary changes to update, in areas of correct customer, correct sales, correct contract.
• Work closely with Field Service Team, Logistics and Warehouse staff.  
• Regular and timely attendance
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES 

• Assist, train, and mentor Technical Service I employees

CHARACTERISTICS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items listed below are representative of the characteristics that are necessary to perform at the expected level in this assignment. 

•  
  • High level of integrity
  • Learning agility
  • Exemplary interpersonal skills – ability to work effectively with a variety of personalities and behavioral styles
  • Ability to organize and manage multiple priorities and deadlines 
  • Strong customer orientation
  • Has an exemplary history of customer satisfaction including, internal sales partners and external hospital customers as measured through net promoter scoring, performance evaluations, and customer surveys when applicable

EDUCATION and/or EXPERIENCE 

•  
  • High School Diploma or equivalent; 3+ years related customer service experience and/or training to include experience with warranty claims handling, trouble shooting and diagnosis. Medical device complaint handling and warranty claims, associate's Degree, a plus.
  • Advanced electromechanical repair and troubleshooting skills
  • Successfully completed all LINET training on beds, mattresses, and bed systems by qualified LINET trainer
  • Working knowledge of Microsoft Office software, SAP, and Sales Force
  • Demonstrated ability and aptitude to create and utilize database reports
  • Demonstrated ability and aptitude to learn and use software reporting tools (i.e., SAP, Salesforce, other CRMs or Accounting software)
  • Strong organizational skills

LANGUAGE SKILLS 

Ability to respond to common inquiries or complaints from customers, as well as sales and service personnel.

MATHEMATICAL SKILLS 

Ability to apply mathematical concepts and operations.

REASONING ABILITY 

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions 

PHYSICAL DEMANDS  

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to sit and stand.  The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT  

The work environment is located at our Warehouse, 10400 Bryton Corporate Center Drive Suite 100, Huntersville, NC 28078, as well as other field warehouse and customer locations.

TRAVEL

Travel is not normally part of this job, however employees can be called upon to travel as much as 0-5% in support of the organization.