Job Description:
- Coordinating the planning and delivery of systematic service delivery: call handling, service scheduling, parts ordering, appointment confirmations, improving customer confidence and driving value of products and services.
- Working closely with cross-functional teams to ensure a positive customer experience.
- Monitor customer requests and overall system compliance to confirm equipment readiness for patient care.
- Support on-site customer facing personnel i.e. Regional Service Manager/Customer Service Engineer in meeting customer expectations as needs vary throughout system lifecycle.
- Document customer satisfaction issues and escalate through appropriate channels.
- Facilitate cross-functional awareness of customer needs between internal stakeholders to minimize unintended conflicts or negative impacts on customer operations.
- Effectively deploying resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution.
- ccountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload.
Required Skills:
- ssociate degree or equivalent experience required.
- 2-5 years' experience in a customer relationship related role, in a fast-paced environment.
- Positive attitude and passion for customer service.
- Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality.
- Experience communicating ideas and rationale to internal teams and customers.
- Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.
- Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.
- Strong PC skills (MS office software like Work, PowerPoint, Excel and Outlook).
Preferred Knowledge/Skills, Education, and Experience:
- bility to professionally investigate and respond to requests in a timely manner.
- Strong communication skills and are adaptable to change.
- bility to think at a high level and apply business concepts.
- Experience to anticipate customer needs.
- history of acting as a collaborative team player with cross-functional teams.
- n interest in solving problems that don't have obvious solutions.
- Experience in Healthcare or Medical Device Industry.