Service and Repair Support Specialist - Reside
Position: Service and Repair Support Specialist - Must Reside in or Near Blue Ash OH
Overview
Kelly Connect 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.
The Service and Repair Support Specialist 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 a Service and Repair Specialist youll 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, compiling results and summarizing customer feedback data. Analyzing and reporting on results.
Working with Service & Repair Support technicians when necessary to locate missing shipments.
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.
Qualifications
This 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 levels
Have conflict 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 bachelor's 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 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
Get a complete career fit with Kelly.
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