Customer Support Representative

POSITION SUMMARY The Customer Support Representative is responsible for providing support and communication for internal and external customers. Key responsibilities will include call handling and escalation, order processing, scheduling, call tracking, and part return processing.

ESSENTIAL DUTIES AND RESPONSIBILITIES Describe each of the duties and responsibilities required and specify the general amount of time spent. (Major = Maj, generally > or = 35% of time spent, Minor = Min, generally < 35% of time spent.)   No.Description - Major or Minor

1. Work as a part of a multi-disciplinary team, ensuring all customer and field personnel calls and service complaints are processed accurately and promptly to the satisfaction of the customer. Major

2. Process customer and field personnel parts orders and returns ensuring on time delivery and proactive tracking of priority shipments. Major

3. Work as part of a multi-disciplinary team to coordinate system repairs and field upgrades while providing continuous updates to impacted parties. Minor

4. Liaise with the sales force on a regular basis as regards orders and changes to customer accounts and general information from customers. Minor

5. Comply with company policies and procedures including those regulated to safety and quality. Minor

KNOWLEDGE / EXPERIENCE / SKILLS / EDUCATION To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. (R = Required, P = Preferred) No.Qualification Required or Preferred

1. High School Diploma or equivalent. R

2. Three (3) years medical device customer support experience. P

3. Ability to organize and prioritize multiple tasks with minimal supervision. R

4. Excellent interpersonal and communication skills (written & verbal)R

5. Strong customer focus with a sense of urgency to customer needs. P

6. Outstanding judgment and the ability to interact in a stressful and challenging environment. P

7. Proficient in MS office. P   8. Prior data entry and customer service experience, preferably in an inventory and order fulfillment environment. P

PHYSICAL DEMANDS These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Customer Support Representative’s job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Customer Support Representative’s duties and responsibilities.   While performing the duties of this job, the employee is regularly required to communicate. The employee is frequently required to remain stationary. The employee is occasionally required to move about the facility.

WORK ENVIRONMENT The Customer Support Representative will primarily be in a general office environment with some need for interaction in the manufacturing area where there are moving parts and loud noise.

BACKGROUND SCREENING Successful completion of a background screening will be required as a condition of hire.