Customer Support Work Order Specialist

3 days ago

Frederick, Maryland, United States Goldbelt Full time
Job Summary

Goldbelt Frontier is seeking a highly skilled Customer Support Work Order Specialist to join our team. As a key member of our operations team, you will be responsible for providing exceptional customer service and support for medical equipment repair requests.

Key Responsibilities
  • Serve as the primary point of contact for customers requesting medical equipment repair, providing detailed and authoritative information on procedures and documentation required for repair requests, schedules for maintenance, status of repairs, etc.
  • Perform a wide variety of clerical and administrative duties in support of the scheduled and unscheduled maintenance of medical equipment.
  • Assure the automated scheduled work order listings for preventive maintenance, safety, and calibration of equipment throughout the medical facilities and supported organizations are generated on a monthly basis.
  • Break down the scheduled services listing by using Defense Medical Logistics Standard Support (DMLSS), established suspense's, and distribute listings to appropriate work centers in accordance with Goldbelt internal and external SOP.
  • Extract and review data from business objects listing or other available computer listings for completion and accuracy of data; and/or create own Business Objects data queries for compiling information in support of all maintenance activities as needed.
  • Answer non-technical, substantive questions regarding work order procedures, status, etc., and initiate and process work orders within 48 hours, using the ability to research and extract pertinent data related to service maintenance for input into automated system, and to resolve discrepancies in service-related information.
  • Create and assign work orders, annotate work orders with equipment identification and service status, turn in excess equipment, update and print maintenance histories, input warranty data to automated system, issue temporary replacement equipment, and prepare a variety of spreadsheets and reports when requested.
  • Open and assign unscheduled work orders as requested by internal customers. The unscheduled work orders are for the current and past year and are classified in five categories (Emergency, urgent, routine, contract, and warranty).
  • Update service maintenance schedule in DMLSS when required. The contractor researches manufacturer and contractor contact information with short notice demand and may schedule maintenance when required.
  • Process and submit work orders for an estimated monthly average of 300 telephonic, oral, and email repair requests for all types of routine and emergency medical maintenance services.
  • Ensure all incoming medical equipment has a USAMRIID Form 89 with the equipment in accordance with local policy. Reviews requests to assure that they contain correct and complete information and follows Army Policy and local policies.
  • The contractor shall use DMLSS and Business Objects Intelligence in order to retrieve data and generate reports daily transaction logs, equipment without a service interval, equipment without a due date as needed for Clinical Engineering Management.
  • Provide a written explanation of any discrepancies found and report required computation of percentages and use of formulas.
  • Provide management, with a copy of the work order register of unscheduled work orders and unassigned ECN for reconciliation on a weekly basis.
  • Receive and direct callers and/or visitors to the appropriate staff member or technician based on knowledge of the functions and procedures of the section. Provide detailed specific information and handle service requests and concerns of customers regardless of the level of customer's knowledge of equipment repair procedures. Any requirement for higher tier support request should be sent in email to the CEB Supervisor.
  • Notify customers of completed repairs and arrange for delivery and pick up of equipment.
  • Review, validate, perform quality control, and investigate/correct discrepancies. Accurately process the receipts from electronic catalog parts and service requests to include monthly calibration services, and scheduled parts request orders.
Requirements
  • High School Diploma or GED
  • Minimum 3-5 years of related experience
  • Experience with MS Office Suite, DMLSS, SharePoint
  • Must be a U.S. citizen
  • T1 (National Agency Check with Inquiries (NACI))
Preferred Qualifications
  • Bachelor's degree in a related field
Compensation and Benefits

Goldbelt offers a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.

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