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linetgroup•Charlotte, IL

1d•Hybrid

About The Position

The Customer Experience Lead position will focus on two organizational support pillars and will enhance our internal and external customer satisfaction with LINET’s products and solutions. 30% Customer Experience Project Deployment and Maintenance – Quality and Digital Transformation The Project Deployment and Maintenance responsibilities will be delegated to those individuals who can best accomplish the goals of the organization and can include: Quality Enablement Responsibilities: Oversight and tracking of required field actions resulting from product recalls and quality reworks identified by the Quality Department. Review customer complaint data to identify product failure trends; adapt training, troubleshooting, and parts strategies to reduce Mean-Time-To-Repair (MTTR). Perform regular documentation and process checks on in-process and completed work orders, implementing team member training and process improvements where needed. Development and implementation of the Product Claims Process, ensuring timely submission of product claims to the manufacturer(s). Liaise with outsourced technical resource vendors and manufacturers to optimize our technical resource capabilities. Digital Transformation Responsibilities: Operational support for LINET SmartCare™ portfolio Development, support, and installation of RFID tracking solutions, including back-end process to seamlessly marry the data in SAP/SF.com Development and support of Work Order Management Software (Salesforce.com FSM 2.0) Management and Support of all telecommunications systems, including Call center software (RingCentral), including scheduling, forwarding, and IVR management Cellular devices for the purpose of vehicle tracking Up to 70% Tier-Two Technical Support Level two, upper-tier technical deliverables to our external and internal customers. Primary responsibilities in this category are: Perform RCAs (Root Cause Analyses) for customers, both internal and external Lead other team members in proper diagnosing and part needs of our customers Navigate all data repositories to ensure other technical services team members quote and ship the correct part the first time Make outbound calls to follow up on tier II technical support issues Perform live video diagnostics with customers when needed to perform RCAs more efficiently Collaborate with field services to gain harmony in routine processes and repairs

Requirements

High School Diploma or equivalent; 5+ years related customer service experience and/or training, including experience with warranty claims handling, troubleshooting, and diagnosis. Medical device complaint handling and warranty claims.
5+ years’ advanced electromechanical repair and troubleshooting skills
Successfully completed all LINET training on beds, mattresses, and bed systems by a qualified LINET trainer
Working knowledge of Microsoft Office software and SAP
Demonstrated ability and aptitude to create and utilize database reports
Demonstrated ability and aptitude to learn and use software reporting tools (i.e., SAP, Salesforce, other CRM or Accounting software)
Strong organizational skills
Ability to respond to common inquiries or complaints from customers, as well as sales and service personnel.
Ability to apply mathematical concepts and operations.
Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions
High level of integrity
Learning agility
Exemplary interpersonal skills – the ability to work effectively with a variety of personalities and behavioral styles
Ability to organize and manage multiple priorities and deadlines
Strong customer orientation
Has an exemplary history of customer satisfaction, including internal sales partners and external hospital customers as measured through net promoter scoring, performance evaluations, and customer surveys when applicable

Nice To Haves

Associate’s degree, a plus.

Responsibilities

Provide tier II technical support to our Field Service technicians and internal and external customers
Create service calls with a strong emphasis on accuracy in details
Create service quotations consisting of parts, labor, and travel
Work with field service leadership to arrange for technician service visits
Review all field service evaluations and completed service and PM forms for accuracy, then update service call with appropriate notes, create new part orders if necessary, schedule revisit, follow up with the customer, ensure service case is closed in the work order management system
Consistent and proactive follow-up with customer concerns and resolution
Provide a high level of customer service and professionally interact with customers.
Responsible for assisting all part returns required for service claims:
Reviewing parts that are returned
Confirming returned parts qualify for warranty
Coding/labeling the parts
Filling out the proforma form
Logging the complaint into the extranet, then prepare for shipment back to CZ (manufacturer)
Complete all necessary steps per the RMA process
Correcting any updated part numbers from the manufacturer into the company's internal support system.
Tracking and updating all common parts lists.
Work closely with the Field Service Team, Logistics, and Warehouse staff.
All other duties as assigned
Assist and mentor other technical and customer experience employees