Customer Service Representative

4 weeks ago


Pleasanton, California, United States The Fountain Group Full time

Job Summary
The Service Coordinator II is responsible for coordinating service-based shipping logistics as well as scheduling onsite field service activities. The Service Coordinator II works closely with cross-functional teams to ensure our customers are up and running as soon as possible after experiencing technical problems with their Allergan aesthetic medical device.

Responsibilities
1. Own product complaints as transferred from Product Support
2. Collaborate with Product Support as it relates to onsite hardware repair/replacement
3. Coordinate and dispatch Business Field Service Engineers and 3rd party service companies to ensure successful field repairs and accurate return of defective material within 30 days of failure
4. Handle all non-warranty related repair logistics and transactions
5. Schedule priorities of returning systems and modules for repair based on business goals, complaints, and management priorities
6. Ensure clear customer communication for all incoming repairs by obtaining accurate details from Tech Support as to nature of problem
7. Verifies warranty and service contract coverage for all repairs and communicates to the customer as necessary
8. Ensure all RMAs are returned from customers and oversee charges for non-compliance

Qualifications
1. Associates Degree or equivalent work experience preferred
2. 1 plus years relevant experience in Service / Product Support or equivalent preferred
3. Proficient in use of MS Office applications such as Outlook, Power Point, Word and Excel (pivot tables)
4. Proficient in use of SAP and Salesforce.com (Or similar CRM/ERP system)

Additional Requirements
Must be able to work in a team-oriented atmosphere with assemblers, technicians, QA personnel, and engineers, completing tasks and communicating effectively, both orally and in writing. Ability to read, understand, and follow Allergan's SOPs relating to Product Support, Service, and RMA business correspondence, and procedure manuals in English. Ability to effectively present information and respond to questions from management, clients, and customers. Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings. Responsible for performing all duties in compliance with FDA's Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements with which Business complies.



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