Service Support Coordinator

PRIMARY OBJECTIVES

Provide customer support by efficiently coordinating resources from Service Repair

Engineers / 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 activities

SPECIFIC RESPONSIBILITIES & ACCOUNTABILITIES

Primary / 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 RMAs for Empty box and Label only work orders, Print the traveler sheet, and move line above the separation line in the DSL

Send email notifications to customers for serviced devices, loaner devices, and service parts by the end of each day

Quote Service Parts

Print blue labels for Depot

Monitor and Reply to Freshdesk Voicemails tickets

Email Service Reports, when requested

Move Tech Logs Daily

Scan Notifications from previous day

New contract set-up

Add calls from calendar

Set-up GE calls

Keep email inbox and Freshdesk tickets up to date

Send boxes / labels for trade-in devices, when needed

Check 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 pms, sending RFQs,etc.)

Other related duties as assigned

SKILLS, 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 devices

Ability to accurately obtain, record, and initial document information provided via telephone or email into succinct tasks & actions.

Experience in customer service, especially phone-based & email

correspondence

High 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 to

allow simple over-the-phone troubleshooting, using Nanosonics training guidelines

Able 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