Customer Service Engineer

1 month ago

Fremont, United States THINK Surgical, Inc. Full time
Job DescriptionJob Description

JOB SUMMARY

The primary role of the Customer Service Engineer (CSE) is to accept, record, triage, and manage to closure (or delegate) any customer requests that occur after new customer acceptance of a THINK system. Such requests may come directly from the customer, or from THINK Surgical staff (sales team, clinical support team, field service, etc.). Customer requests may include product malfunctions, inquiries, enhancement requests, product returns, service entitlements, service renewals, and orders for disposables.

A secondary role of the CSE is to create a Return Material Authorization (RMA) and return shipping label for each product return, regardless of the reason for the return. For no-charge component replacements under warranty or service coverage, the CSE also orders the replacement component(s).

A tertiary role is to work with field personnel to introduce new engineering changes for installed products.

For each customer request, the CSE acts as THINK’s single point of contact for the customer and is responsible for managing completion of the request to the customer’s satisfaction.

DUTIES & RESPONSIBILITIES

  • Create and manage tickets in CRM system, from case creation to closure, for all customer service requests.
  • Troubleshoot product issues to ensure no downtime for customers’ clinical procedures.
  • Dispatch Field Service or Clinical Support as appropriate when customers need onsite support to resolve service tickets.
  • Classify each request accordingly (Complaint, Inquiry, RMA, engineering change, product enhancement request, disposables order, service renewal, etc.).
  • Create Return Material Authorization (RMA) and return shipping label for all product returns.
  • Order warranty replacement parts as needed to resolve customer product problems.
  • Enlist other internal departments (Engineering, Finance, Manufacturing, Sales, etc.) to assist in resolving customer issues as needed.
  • Escalate high impact and high priority requests to management and/or engineering as appropriate.
  • Provide product technical support for field engineers, clinical launch specialists, and sales reps as needed.
  • Process purchase orders and create sales orders for Disposables.
  • Attach to sales orders the shipping documents required for invoicing.
  • Effectively and appropriately interact and communicate with Quality Assurance, Supply Chain, Field Service, Clinical Support, Shipping/Receiving,, and Finance for all customer requests.
  • Follow up on all customer requests until resolved.
  • Assist Director of CS in identifying and implementing improvements in CS processes.
  • Other duties as assigned by Director of CS.

SUPERVISORY RESPONSIBILITIES

  • N/A

QUALIFICATIONS

Required:

  • Bachelor’s degree in engineering or healthcare, or equivalent work experience.
  • Minimum 2 years of technical customer service experience.
  • Computer Proficiency in Microsoft Office suite.
  • Outstanding interpersonal, listening, and communication skills.
  • Excellent communication skills with demonstrated ability to work effectively and to tailor communication to the individual and situation.
  • Experience with Customer Relationship Management (CRM) software platform (e.g. Salesforce).
  • Experience working in a regulated industry.
  • Must be a team player with a positive and proactive demeanor.
  • Excellent attendance and punctuality.
  • Willingness to take on non-traditional tasks, roles, responsibilities and challenges as needed to accomplish company goals and objectives.
  • Knowledge of Good Manufacturing Practices (GMP) and applicable Quality System Standards.

Preferred:

  • Experience working in the medical device or healthcare industry.

COMPETENCIES

  • Drive results
  • Active listening
  • Effective communication and collaboration
  • Creative problem solving
  • Confidentiality
  • Multitasking and prioritizing tasks appropriately
  • Consistent follow through on commitments
  • Customer focus
  • Ethics
  • Situational adaptability
  • Decision making under pressure


PHYSICAL DEMANDS & WORK ENVIRONMENT

  • Must be able to remain in a stationary position and operate office equipment for a prolonged period of time.
  • Physical activities include, but not limited to constant manual dexterity, moving about the work site, and/or handling objects weighing up to 20 lbs.
  • Other infrequent physical activities include, but not limited to, positioning self to complete assigned tasks, and ascending/descending floors and/or ladders.
  • Occasionally work around moving mechanical parts.
  • Must be able to work in a schedule that commensurate with business operation, including work during weekends, holidays and/or times outside of normal business hours.
  • Must be able to travel as business necessitates (up to 5%).

Disclaimer:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be possible to enable individuals with disabilities to perform the essential functions.


THINK Surgical, Inc. (“THINK”) is committed to hiring the best qualified candidates for approved positions while engaging in recruitment and selection practices that are in compliance with all applicable employment laws. It is the policy of THINK to provide equal employment opportunity for employment to all applicants and employees, regardless of any protected status. Any qualified applicant or employee with a disability who requires an accommodation in connection with their employment at THINK should contact Human Resources and request an accommodation. THINK also participates in E-Verify, a web-based system that allows THINK to confirm an employee’s eligibility to work in the United States. Actual compensation offered will depend on several factors including but not limited to geographic location, work experience, education, skill level, and/or other business and organizational needs.

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