INSIDE TECHNICAL SUPPORT I

Job summary:

The Technical Service 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.

Job responsibilities:

• The Technical Support Representative will apply technical and problem-solving skills to identify and resolve problems or questions from customers, document all activities by logging facility name, serial number of the product and issue into our Salesforce Case Management and SAP system
• Create service quotations, and sales orders consisting of parts, labor and travel time
• 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
• Schedule all Field Service technician service visits
• Process and fill out fillable PDF forms for Field Service Technicians
• Review all field service evaluation and completed service and preventive maintenance 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
• 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
• Tracking and updating all common parts lists

• Work closely with Field Service Team, Logistics and Warehouse staff
• Regular and timely attendance
• All other duties as assigned

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., Associates 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 Suite, SAP Business One and Sales Force
  • 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 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.

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