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TECHNICAL SUPPORT I - Charlotte, NC

 

Job summary:

The Technical Support I 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.  

 

Requirements:

  • 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 all third-party vendor 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)  
  • Responsible for all sales orders from manufacture/vendors that include, WiBo, Borcad, Amico to confirm purchase pricing, part numbers, and system pricing  
  • 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.  
  • All part ordering through manufacture, including, creating of PO, review of invoicing, and Max/Min levels
  • 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

 

Education and experience:

  • High School Diploma or equivalent required; Associates Degree, a plus
  • 3+ years related experience and/or training to include, customer service experience, complaint handling, troubleshooting, diagnosis, and warranty claims; medical device experience, a plus.
  • 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 Huntersville, 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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