Technical Service Representative

integralife; Cincinnati (OH); On-site; USD 28,000 - 37,000; Full time

Job summary

Integra LifeSciences in Cincinnati, OH seeks a Technical Customer Service representative to manage the service and repair order cycle for all center products. You will collaborate with product marketing, field sales, equipment and logistics to ensure customer satisfaction and timely Service Agreement processing.

Responsibilities include processing service agreements, tracking contracts, maintaining dashboards, determining eligibility, handling orders from multiple channels, providing pricing and

Qualifications

• 2+ years of experience with a high school diploma or equivalent education, or an associate degree with 0–2 years of experience.
• Ability to investigate and resolve customer issues across the organization.
• Proficient in Microsoft Office and Oracle CRM or related CRM applications.
• Excellent communication and time management skills.
• Experience with Field Service organizations is a plus.
• Ability to communicate with Sales and other departments to respond to customer requests.

Responsibilities

• Process capital equipment service agreements for Point of Sale, After Point of Sale and Renewals.
• Process, track, and report on monthly service agreement contracts.
• Maintain and review contract dashboards.
• Determine eligibility of equipment to be covered on service contracts.
• Receive and create customer service request orders from multiple channels for US Operations.
• Ensure 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 date.
• Manage service orders through the entire cycle from SR entry through shipping and invoicing.
• Work with shipping departments to ensure accuracy and on-time delivery of customer orders.
• Problem solve customer order issues, track and expedite orders.
• Manage communication with Sales and other departments to proactively respond to customer requests.

Skills

Problem solver

Communication skills

Microsoft Office

Oracle CRM

CRM knowledge

Team player

Education

High School Diploma or equivalent

Associate Degree

Tools

CRM software familiarity

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.

RESPONSIBILITIES

• Process capital equipment service agreements for Point of Sale, After Point of Sale and Renewals
• Process, track, and report on monthly service agreement contracts
• Maintain and review contract dashboards
• Determine eligibility of equipment to be covered on service contracts
• Receive 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 date
• Manage service orders through the entire cycle from SR entry through shipping and invoicing
• Work 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 requests

QUALIFICATIONS

The 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 experienceOR Associate Degree with 0-2 years of experience or equivalent education and years of experience
• Problem solver with ability to work across the organization to investigate and resolve customer issues
• Demonstrated computer skills in Microsoft Office products and Oracle CRM or related CRM applications
• Excellent communication skills and time management skills
• Experience working with Field Service organizations A PLUS
• Problem solves customer order issues, track and expedite orders.
• Manage communication with Sales and other departments to proactively respond to customer requests
• Answer customer questions or direct customer inquiries to appropriate business groups for response
• Constantly seek ways to improve the Customer Support processes
• Willingness to work in a team environment

Salary Pay Range:

$20.24 - $27.36 USD Hourly

Our 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 LifeSciences

Integra 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 Veterans. Integra 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].