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Customer Service Representative

3 months ago

Fishers, United States Esaote North America, Inc. Full time
Job DescriptionJob DescriptionDescription:

At Esaote North America, we believe that technology is not truly state-of-the-art unless it serves real world needs. We understand the demands of today's clinical environments, and we continue to develop MRI and ultrasound systems that are user-friendly and patient-friendly, ergonomic and affordable. Our systems are designed to increase productivity and improve overall patient care. In conjunction with marketing ultrasound and MRI systems, Esaote North America is a recognized leader in ultrasound education and today we partner with Gulfcoast Ultrasound Institute to offer a variety of live and online courses.

Requirements:

Acts as primary liaison between the company and current customer base concerning all non-technical issues, forwarding uncommon situations to appropriate parties. Maintains customer service accounts, opens and closes work orders, data entry of work order information regarding service calls, dispatches field personnel and other responsibilities related to daily service activities.

Customer Services

· Answer incoming customer 800 lines

· Open and update work orders as necessary

· Provide billable quotes when needed and process Tech Support payments

· Manages Customer Care Center voicemail & MAPS messages.

· Handles messages from service voicemail and routes appropriately

· Respond to ENA service email requests

Data Processing

· Manage SHAPE dashboards (Installs, Billing, Dispatch)

· Manage SAP daily parts orders

· Maintains and closes all unscheduled aging work orders and cases

· Responsible for maintaining customer master records in the enterprise system (warranty dates, installation and equipment removal etc.)

Administrative

· Process credits/debts as needed

· Process customer supply orders

· Maintain customer files including new accounts.

· Provide administrative support to service management

Miscellaneous

· Work with other departments as necessary to ensure customer satisfaction

· Additional responsibilities as assigned by supervisor


Position Requisites

· High School diploma or equivalent

· 2-3 years customer service and or sales experience

· Type at least 40-50 WPM - preferred

· Experience with SAP enterprise application software - preferred

· Must have working knowledge of Word and Excel


Working Conditions

Work is performed in an office environment, moderate noise.

Hazards: The hazards are only those present in a normal office setting.


Quality System Interactions:

Must have an understanding of the company’s quality management system and how it relates to the job function. The Esaote Inc. quality management system is intended to comply with applicable external quality standards as referenced in the Esaote Quality Manual.


EEO:

Equal employment opportunities are available to all individuals without regard to race, sex, age, color, religion, national origin, citizenship status or disability. Esaote North America recognizes and complies with our obligation to provide reasonable accommodations to disabled applicants or employees as long as those accommodations do not impose an undue hardship on the Company.