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CUSTOMER ADVOCACY TECHNICIAN - Charlotte, NC

 

Job summary:

The Customer Advocacy Technician (“Technician”) will be responsible for the day to day handling of parts shipments and returns, including customer claims and complaint handling processes.  The individual will primarily cover the Technical Support phone in support of our technicians and customers, providing analytical technical support to resolve service maintenance / warranty issues.  The Technician will create service work orders and initiate parts shipments, and will be an occasional interface for LINET customers requesting service.  He/she will coordinate internal and external service activities related to site visits by direct and indirect service technicians, and will handle all necessary paperwork related to service call tracking/reporting.  He/she will interface to the service software system, ensuring that service records are properly recorded and tracked. He/she will report to the Manager, Customer Advocacy and Technical Services, warehouse personnel and any other team members to ensure prompt handling of all customer and corporate needs and requirements.  He/she will track warranty coverage and claims, as well as reporting and communication to service personnel and customers on warranty coverage, service contracts, and complaint communications.   He/she will assume the role of recording and communicating customer complaints via the company complaint handling process.  He/she will assist in development of min/max part quantities (related to inventory management). 

 

Requirements:

  • Receive customer requests for service assistance via phone, e-mail, and web
  • Provide first level technical support to advise technicians and service partners
  • Create service requests manually or via the field software support system
  • Distribute the service requests to appropriate service providers as required
  • Initiate service sales orders and parts shipments as required for prompt service response to end-users
  • Track and report on Key Performance Indicators (KPI’s) for the service organization
  • Manage the day to day responsibilities around parts shipments, returns and claim/complaint handling
  • Commit to excellence and quality with a special focus on rapid response to our customers 
  • Participate in the promotion and sale of service parts and service contracts
  • Perform all other duties that may be assigned from time to time

 

Education and experience:

  • Bachelor’s degree or equivalent; 3+ years related experience and/or training to include medical device complaint handling and warranty claims
  • Working knowledge of Microsoft Office software and SAP 
  • 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)
  • Advanced electromechanical repair and troubleshooting skills
  • 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 ability to adjust focus.

 

Work environment:

The work environment is located at the North American Warehouse in Charlotte, NC 28269.  This position may need to travel to customer locations.

 

Travel: 

Travel is not normally part of this job, however employees can be called upon to travel as much as 10-15% in support of the organization.

  

Linet Americas, Inc. is an Equal Opportunity / Affirmative Action employer.
All candidates are selected solely on the basis of legally permissible job related criteria.


Nearest Major Market: Lansing

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