PRIMARY OBJECTIVES Provide customer support by efficiently coordinating resources from Service RepairEngineers/Technicians, Logistics, and internal/external resources.Provide administrative assistance in ERP system management and transactions to ensure Nanosonics system requirements are met in the service/repair process. Provide the initial point of customer contact (via email, phone, or web links) for service & support activitiesSPECIFIC RESPONSIBILITIES & ACCOUNTABILITIESPrimary/Secondary for incoming calls to Service Support queue Set-up pm work orders and add to the DSL within one business day of receipt.Set-up RMA’s for Empty box and Label only work orders, Print the traveler sheet, and move line above the separation line in the DSLSend email notifications to customers for serviced devices, loaner devices, and service parts by the end of each dayQuote Service PartsPrint blue labels for DepotMonitor and Reply to Freshdesk Voicemails ticketsEmail Service Reports, when requestedMove Tech Logs DailyScan Notifications from previous dayNew contract set-upAdd calls from calendarSet-up GE callsKeep email inbox and Freshdesk tickets up to dateSend boxes/labels for trade-in devices, when neededCheck “Open Service Tickets” Freshdesk and assign tickets to your name for the tasks that are your responsibility for that day (Sending service reports, setting up pm’s, sending RFQ’s,etc.)Other related duties as assignedSKILLS, KNOWLEDGE, AND EXPERIENCE:Ability to record and document initial receipt of incoming materials & medical devices requiring service.Ability to learn and understand Enterprise Resource Planning (ERP) system for materials movement and management of medical devicesAbility to accurately obtain, record, and initial document information provided via telephone or email into succinct tasks & actions.Experience in customer service, especially phone-based & emailcorrespondenceHigh level of computer skills, particularly in MS Office suite, and an excellent ability to learn new systems.Ability to learn and understand multiple information/resource planning systems toallow simple over-the-phone troubleshooting, using Nanosonics training guidelinesAble to safely lift medical device equipment weighing 5Olbs. The position is on-site in Indianapolis, IN The salary range is $50,000 to $53,000 annually , drug and background check required
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