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Service and Repair Support Specialist

1 month ago

Blue Ash, Ohio, United States KellyConnect Full time
Overview

KellyConnect is looking for professional talent with medical device complaint and business to business experience

The Service and Repair Support Specialist is responsible for responding to customer inquiries and resolving customer complaints/work orders for capital equipment. The Service and Repair Support Specialist is also accountable for maintaining a high level of customer satisfaction through timely and correct work order processing. Additionally, as a member of the Service and Repair team, the Service and Repair Support Specialist will have primary responsibilities, but will cover other team members when necessary with billing, contracts, agreements, annual reviews, asset management, reports, team metrics, revising procedures in the appropriate PLM system, audits and other duties are described below.

The Service and Repair Support Specailist will engage with Customer Service, Customer Quality, Sales, Marketing, R&D, Global Supply Chain organizations as well as Affiliate businesses on processes and procedures to ensure alignment in meeting the needs of the organization and the customer.


Responsibilities

For a typical day as an Service and Repair Specialist you'll be:

  • Completing daily tasks within Medical Device Service and Repair database.
  • Documenting and following up on customer repairs regarding billing, shipping delays and products.
  • Distributing customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
  • Generating routine correspondence to secure additional customer information or resolve customer/service center disputes.
  • Arranging meetings between staff and sales, engineering and shipping personnel to handle customer repairs.
  • Distributing customer surveys, compiles results and summarizes customer feedback data. Analyzes and reports on results.
  • Woring with Service & Repair Support technicians when necessary to locate missing shipments; when applicable.
  • Working with the Buyer Planner on orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages as directed.
  • Contacting customers/service centers to advise them of shipment delays and/or collect information necessary to process orders.
  • Communicating business-related issues or opportunities to the next management level.
  • Ensuring personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures.
  • Completing adhoc duties as needed.
  • Analyzing or trending data.

Qualifications

This job might be an outstanding fit if you:

  • Have a High School diploma
  • Have experience with Salesforce or SAP
  • Have data entry experience
  • Have problem analysis & resolution skills 
  • Have strong technical and project leadership skills
  • Have demonstrated initiative, creativity, and assertiveness in past roles
  • Have the ability to use influence and motivational techniques to lead process improvements with multi-functional teams
  • Have the ability to communicate effectively to different organizational level
  • Have onflict management skills
  • Have strong coaching, mentoring, and people development skills
  • Have the ability to work independently, with only occasional guidance
  • Have the ability to work effectively in a team environment
  • Have the ability to make effective management level presentations, and write formal reports dealing with departmental metrics

It's a plus if you:

  • Have a bachelors Degree in a technical discipline or business 
  • Have experience working in a regulated environment
  • Have 5+ years working in a similar environment
  • Have 2+ years of experience of providing service for medical devices
  • Have experience in warehousing, distribution, operations, manufacturing, supply chain, or logistics
  • Have experience within a Customer Service function
  • Have knowledge of GMP (Good Manufacturing Practices) / ISO (International Organization for Standardization)
  • Have knowledge of EHS (Environmental Health and Safety) regulations
  • Have systems applications knowledge
  • Have a track record of providing service for medical devices

Get a complete career fit with Kelly.

You're looking to keep your career moving onward and upward, and we're here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.


Acerca de kelly

El trabajo lo cambia todo. Y en Kelly, estamos obsesionados con dónde te puede llevar. Para nosotros, se trata de algo más que simplemente aceptar su próxima oportunidad laboral. Es el combustible que impulsa cada próximo paso de tu vida. Es el efecto dominó que cambia y mejora todo para su familia, su comunidad y el mundo. Es por eso que, aquí en Kelly, estamos dedicados a brindarle oportunidades ilimitadas para enriquecer su vida; solo pregúntele a las 300,000 personas que empleamos cada año.

Kelly Services se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa. Damos la bienvenida, valoramos y aceptamos la diversidad en todos los niveles y estamos comprometidos a construir un equipo que incluya una variedad de orígenes, comunidades, perspectivas y habilidades. En Kelly, creemos que cuanto más inclusivos seamos, mejores servicios podemos brindar. Las solicitudes de adaptaciones relacionadas con nuestro proceso de solicitud pueden dirigirse al Centro de conocimiento de recursos humanos de Kelly. Kelly cumple con los requisitos de las leyes locales y estatales de Oportunidad Justa de California. Una condena no excluye automáticamente a las personas del empleo.