Installed Base Specialist

Installed Base Specialist - req1551

OVERVIEW

The responsibility for maintaining the data integrity of the installed customer databases now lies in Service. This includes the monitoring of all serialized diagnostic imaging systems, parts and peripheral equipment installed at a customer location. The Installed Base Specialist will monitor and manage these databases and troubleshoot inconsistencies. The job involves methodical and thorough problem identification along with logical investigation and reconciliation. Performing advanced database and customer service analytics, the Installed Base Specialist will work with the Sales, Operations, Service, and Finance functions in the course of daily database management. Ownership of the databases spans the equipment lifecycle, and includes new and used equipment, parts and peripheral items. Poor data integrity hampers the ability to bill service orders, slows the trade-in process and impacts the process to purchase used equipment.

RESPONSIBILITIES

This is a remote, home office role.

Consistent with CMSU policy and FDA requirements, monitor the data integrity of multiple databases containing serialized diagnostic imaging equipment, peripherals and parts installed at every customer location.

Within 24 hours or less, investigate and correct (or request correction of) any discrepancy that impacts the ability to close the request and / or the timely billing. Issues are complex as they may often require logic and analysis to troubleshoot down to a granular level (e.g., bill of materials).

Maintain the records for the Fixed Asset Inventory for InnerVision and the InTouch Solutions Center employees. This includes shipping parts, creating SIDS and retiring serialized items as needed.

Working with National Repair Center, coordinate the process of shipment of Ultrasound systems to HQ for repair.

With the Field Service organization, coordinate the credit application process for new customers purchasing previously owned diagnostic imaging equipment and peripherals.

Working with Operations, Sales and Field Service, manage and coordinate the trade-In process as it relates to database integrity. This includes executing a SIDS scrub to determine serialized items being returned to CMSU, those serialized items remaining at the customer site, and serialized items that will require upgrading.

Publish standardized as well as ad hoc database reports as required by management.

Back up Customer Service Reps as needed.

Perform special projects and other duties as assigned.

Able to work overtime and alternate shifts as needed

QUALIFICATIONS

Working knowledge of Microsoft PC Products, including Excel, Word, PowerPoint and Access, including report writing features.

Highly analytical and logical, with a keen ability to accurately understand and link the nuances associated with diagnostic imaging equipment, parts and peripherals and their corresponding configuration requirements.

Excellent listening, written and verbal communications skills.

Ability to handle fast paced, high pressure environment.

Proven aptitude for working closely and productively with remote resources.

2 Year associate's degree in business or related field or equivalent work experience.

3 years' experience in database analysis and troubleshooting.

2+ years telephone customer service call center experience.

This is a remote, home office role.

Pay Information : Min $55,700to Max $89,700 annual equivalency (DOE)

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About us!

Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family.