Customer Success Representative I

Harland Medical Systems; Eden Prairie (MN); On-site; USD 42,000 - 55,000; Full time

Job summary

Harland Medical Systems is seeking a Customer Success Representative I to serve as the primary contact for inquiries, dispatching cases, resolving issues, and promoting products and services. This full-time, non-exempt role reports to the Business Unit Manager and emphasizes prompt, accurate, courteous support in a fast-paced environment.

Responsibilities include preparing quotes, renewing service plans, routing technical inquiries to engineers, and ensuring timely resolution of cases while

Qualifications

• Strong organizational and record-keeping abilities.
• Ability to work independently and as part of a team.
• Knowledge and experience working with ISO 13485 or ISO 9000 environment.
• Computer literacy, specifically Microsoft Word, Excel, PowerPoint.
• Proven customer service skills, preferably in a fast-paced, dynamic environment.
• Self-starter and independent worker with excellent verbal and written communication.

Responsibilities

• Prepare quotes and facilitate the sale of accessories.
• Reach out to customers to drive the renewal of service plans.
• Route technical support inquiries to the appropriate engineers.
• Ensure cases are actively worked on and resolved within a reasonable timeframe.
• Proactively connect with customers to facilitate service plan renewals.
• Be knowledgeable and follow all ISO 13485 standards.
• Provide strategies to improve efficiency and effectiveness to the Business Unit Manager.
• Be on call to support customers.
• Support and/or perform other duties as required.

Skills

Organizational skills

Independence

ISO 13485 know-how

MS Office

Customer service

Written communication

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Job Title: Customer Success Representative I

Status: Full Time – Non-Exempt

Reporting To: Business Unit Manager

Position Purpose:

This position serves as the primary point of contact for addressing inquiries, dispatching cases, resolving issues, and promoting products and services. To uphold Harland’s reputation for quality customer service, this role is expected to meet customer expectations by delivering prompt, accurate, and courteous support.

Responsibilities:

• Prepare quotes and facilitate the sale of accessories.
• Reach out to customers to drive the renewal of service plans
• Route technical support inquiries to the appropriate engineers
• Ensure cases are actively worked on and resolved within a reasonable timeframe
• Proactively connect with customers to facilitate service plan renewals
• Be knowledgeable and follow all ISO 13485 standards
• Provide strategies to improve efficiency and effectiveness to the Business Unit Manager
• Be on call to support customers
• Support and/or perform other duties as required

Education, Qualifications & Experience:

• Strong organizational and record-keeping abilities
• Ability to work independently and as part of a team
• Knowledge and experience working with ISO 13485 or ISO 9000 environment
• Computer literacy, specifically Microsoft Word, Excel, PowerPoint
• Proven customer service skills, preferably in a fast-paced, dynamic environment
• Self-starter and independent worker with excellent verbal and written communication

Authority:

• To ensure the effectiveness of laboratory activities
• To report to laboratory management on performance of the Quality Management System, and any need for improvement
• To authorize personnel to perform specific laboratory activities, including but not limited to: development, modification, verification and validation of methods
• To perform the following: Analysis of results, including statements of conformity or opinions and interpretations to report, review, and authorize results
• The laboratory staff shall be committed to impartiality and confidentiality, including not allowing commercial, financial, or other pressures to compromise impartiality

Working Conditions and Health & Safety:

• Heated and air-conditioned office environment
• Employee is required to use appropriate PPE including, but not limited to, nitrile or latex gloves, lab coat, hair bonnet, shoe covers, beard cover, safety glasses, hearing protection, face shield, or respiratory mask while working in a lab or manufacturing space.

Harland Medical System’s commitment to ensure employee health and safety is a priority. Personnel engaged in manufacturing shall obtain training required by ISO 13485, FDA 21 CFR part 820, FDA 21 CFR part 210 & 211, and Harland Medical System’s internal procedures, where deemed appropriate per assigned job functions.