Main Objective: Maintain and confirm warranty and service agreement data to ensure customer satisfaction and reduced customer downtime. Act as main contact to assure that customer needs are addressed, and problems are investigated and resolved.
Essential Duties and Responsibilities:
Observes all blood borne pathogen and related safety procedures.
Provides support with the creation or service order and deliveries for domestic customers.
Provides support with the creation of credit orders to ensure customer’s accounts are accurate.
Provide written repair quotes to customers and obtain repair approvals.
Monitor vendor repairs, evaluations, and vendor quotes for appropriate actions and timely responses.
Works directly with International Subsidiaries and Distributors to replenish inventory in a timely manner.
Processes International orders with quality and efficiency from receipt to shipment of goods. Prepares shipping documents, customs documentation, problem solves order discrepancies, and ensures regulatory approval before shipping.
Follows Global Trade standard operating procedures set for international government regulations/processes.
Works with AP to resolve any billing reconciliation.
Checks open order and backlog reports daily to ensure timely processing of customer orders.
Follows business policy and guidelines when verifying device warranty, service agreement status, service billing and returned device status.
Contacts Agency Reps to ensure complaint materials have been returned to the appropriate Arthrex facility.
Liaises with other internal departments such as: Product Surveillance, Regulatory, Product Management to resolve the proper flow of information between the business and the customer. Also, escalates potential concerns for investigation.
Interfaces with multiple departments in the SAP testing environment to successfully implement new service processes and or launches.
Provides support for ongoing Global Service and Repair projects.
Support department with internal/external audits, NCR’s and or CAPA’s.
Work with department to provide and analyze weekly KPI’s.
Provides guidance to the Service Parts Coordinators in their day to day operations and any technical issues.
Responsible for supporting new employee training.
Works primarily unassisted or with minimal supervision and instruction while performing duties and special projects.
Oversees department when needed.
Education/Experience
High school diploma or equivalent required.
Experience in the medical device industry preferred.
Customer service experience preferred.
Experience working in a fast paced, multilayered work environment preferred.
Experience working in an FDA regulated environment preferred.
Knowledge
Basic SAP knowledge preferred.
Knowledge of FDA and ISO regulations preferred.
Microsoft Office knowledge required (Office, Word, Outlook).
Skills/Abilities
Microsoft Office skills required (Office, Word, Outlook).
SAP, Creekside and Quest, Sales Force event management ability preferred.
Ability to write and record data and information as required by procedures.
Reasoning Ability
Solves routine problems of limited scope and complexity following established policies and procedures.
Discretion/ Latitude
Work is performed under very general supervision. Follows specific, detailed instructions.
Incidental Duties:
The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
