Technical Service Representative

Integra-Lifesciences; Cincinnati (OH); On-site; USD 27,552 - 37,195; Full time

Job summary

Integra LifeSciences is seeking a Technical Customer Service representative to manage service and repair order cycles for all products serviced at the service center. You will work with product marketing, field sales, equipment, and logistics to ensure customer retention and satisfaction.

You will process service agreements, support contract term review with sales and legal, and provide pricing and lead times to customers.

Qualifications

• Bachelor-level or equivalent experience preferred in customer service or related role.
• Experience with CRM systems and order processing workflows.
• Strong communication and time management skills.
• Proactive problem solver with ability to coordinate across departments.

Responsibilities

• Process capital equipment service agreements for POS, After POS and Renewals.
• Maintain and review contract dashboards and track monthly service contracts.
• Create and manage customer service requests via various channels (phone, fax, mail, email).
• Enter orders accurately and timely; transmit confirmations to customers.
• Coordinate with shipping to ensure on-time delivery and resolve order issues.

Skills

Customer service

CRM software

Communication

Problem solving

Microsoft Office

Education

High School Diploma or Associate Degree

Tools

Oracle CRM

Job description

Changing lives. Building Careers.Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, our colleagues are challenging what’s possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care.The Technical Customer Service representative will be responsible for service and repair order cycle for all products serviced at the service center in the most efficient and accurate manner. This person will work with product marketing, field sales, equipment and logistics, and other customer service representatives to ensure customer retention and satisfaction. This individual will also be responsible for working closely with the Sr. Service Contract Analyst to support the efficient and timely processing of Service Agreements, including working with sales, customers, and the legal team to facilitate review and approval of contract terms.RESPONSIBILITIESProcess capital equipment service agreements for Point of Sale, After Point of Sale and RenewalsProcess, track, and report on monthly service agreement contractsMaintain and review contract dashboardsDetermine eligibility of equipment to be covered on service contractsReceive and create customer service request orders that are phoned, faxed, mailed, or sent electronically for our US Operations.Ensure that all orders are entered timely and accurately.Transmit order confirmations to customers.Provide product pricing, availability, and lead time information to customers.Create new customer accounts and keep existing customer records up to dateManage service orders through the entire cycle from SR entry through shipping and invoicingWork with shipping departments to ensure accuracy and on-time delivery of customer orders.Problem solves customer order issues, track and expedite orders.Manage communication with Sales and other departments to proactively respond to customer requestsQUALIFICATIONSThe requirements listed below are representative of the knowledge, skill and/or ability required for his position.High School Diploma with 2+ years of experience or equivalent education and years of experience OR Associate Degree with 0-2 years of experience or equivalent education and years of experienceProblem solver with ability to work across the organization to investigate and resolve customer issuesDemonstrated computer skills in Microsoft Office products and Oracle CRM or related CRM applicationsExcellent communication skills and time management skillsExperience working with Field Service organizations A PLUSProblem solves customer order issues, track and expedite orders.Manage communication with Sales and other departments to proactively respond to customer requestsAnswer customer questions or direct customer inquiries to appropriate business groups for responseConstantly seek ways to improve the Customer Support processesWillingness to work in a team environmentSalary Pay Range:$20.24 - $27.36 USD HourlyOur salary ranges are determined by role, level, and location. Individual pay is determined by several factors including job-related skills, experience, and relevant education or training. In addition to base pay, employees may be eligible for bonus, commission, equity or other variable compensation. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.Additional Description for Pay Transparency:Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance, and savings plan (401(k)).Subject to the terms of their respective policies and date of hire, Employees are eligible for the following Total Rewards | Integra LifeSciencesIntegra LifeSciences is an equal opportunity employer, and is committed to providing equal employment opportunities to all qualified applicants and employees regardless of race, marital status, color, religion, sex, age, national origin, sexual orientation, physical or mental disability, or protected veteran status.This site is governed solely by applicable U.S. laws and governmental regulations. If you'd like more information on your rights under the law, please see the following notices:EEO Is the Law | EOE including Disability/Protected VeteransIntegra LifeSciences is committed to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA. If you have difficulty using our online system due to a disability and need an accommodation, please email us at [e-mail] Agency SubmissionIntegra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate’s name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.Integra - Employer Branding from Integra LifeSciences on Vimeo