Customer Service Representative

Akkodis; Minneapolis (MN); Remote; USD 50,000 - 53,000; Full time

Job summary

Akkodis is seeking a Technical Support Representative for a well-known Medical Device Manufacturing company. This remote position involves troubleshooting issues, managing customer cases, and supporting field services. Ideal candidates will excel in communication and customer service, ensuring effective problem resolution and case management.

Qualifications

• Experience in customer service and technical support preferred.
• Ability to manage cases and follow up with clients effectively.
• Familiarity with medical equipment or related industries is a plus.

Responsibilities

• Troubleshoot field-reported problems and resolve customer inquiries.
• Manage open cases to ensure timely investigation and resolution.
• Create and maintain Problem Reports in the service database.

Skills

Troubleshooting

Customer Service

Problem-Solving

Communication

Job description

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This range is provided by Akkodis. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50,000.00/yr - $53,000.00/yr

Akkodis is assisting a well-known Medical Device Manufacturing company in their search for a Technical Support Representative. This is a 12-month contract position with the potential to go permanent after the contract. Interested candidates should apply with an updated resume, and a team member will contact them for next steps.

Compensation: $25/hr

Location: Remote (first week of training onsite). Candidates must be local to the MPLS area.

Responsibilities:

• Troubleshoot field-reported problems; resolve and follow-up accordingly.
• Manage open cases to ensure timely investigation and resolution, including following up on open cases and working with customers to resolve discrepancies.
• Follow procedures for reports involving patient death or serious injury, repeated equipment issues, and disposable kits.
• Create, update, and maintain Problem Reports (PRs) in the service/complaint handling database.
• Update/close field service/PM PRs upon completion.
• Route difficult or urgent technical requests to the appropriate support personnel.
• Dispatch field service personnel for on-site repairs and manage parts shipping.
• Collaborate with service technicians to obtain repair details and status.
• Arrange shipment/return of loaner equipment and customer products, tracking through the database.
• Respond to field reports and customer requests from various sources.
• Create service items, service orders, sales orders, and process invoices and credit memos.
• Work with Accounts Receivable to resolve unpaid invoices.
• Process customer purchase orders for billable and out-of-warranty services.

Additional Details:

• Seniority level: Associate
• Employment type: Contract
• Job function: Customer Service
• Industry: Medical Equipment Manufacturing

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