CUSTOMER SUPPORT COORDINATOR

FULL VISION INC•Newton, KS

3d•Onsite

About The Position

Provide technical support to the medical treadmill OEM’s and their customer base. This will involve both phone/email support and field training for the OEM’s sales support and service staffs.

Requirements

Strong mechanical aptitude and experience required
Strong, practical experience with electrical systems and circuitry required
Strong troubleshooting skills
Excellent communication skills
Strong organizational skills
Must demonstrate a high attention to detail
Personal integrity and dependability
Experience with Microsoft Office products (Outlook/email, Word, Excel, etc.)

Nice To Haves

Knowledge of graphics software (Adobe Illustrator, CorelDRAW®, SignLab, etc.)
Relevant technical education preferred

Responsibilities

Receive, facilitate and resolve incoming service-related phone calls and emails from OEM, Distributors and end users
Perform internal service administration paperwork and records, maintaining daily service call reports and customer complaint logs, in support of 13485 Compliance guidelines
Coordinate field service functions with OEM or Distributor field service engineers
Train OEM and Distributor Field Service Engineers on servicing and maintaining Trackmaster treadmills
Conduct on-site service calls at specified customer locations to perform troubleshooting and repair of defective devices.
Assist OEM Field Service Engineers with on-site troubleshooting or repair of devices as required.
Responsible for the complete processing of all customer service parts orders, including order work order generation & processing, sales order entry, packaging & shipment of parts, and properly maintaining all part shipment data in the Customer On-Line Portal.
Provide parts support to OEM’s, Distributors and End Users, including order work order generation & processing, sales order entry, testing, packaging & shipment of parts.
Coordinate warranty parts returns from customers, perform testing and evaluation of faulty parts under the guidance of TM Product Manager, assist purchasing in the return of defective items to their respective vendor for appropriate credits.
Assist in the review and processing of all Trackmaster OEM and Distributor warranty programs.
Oversee the development and distribution of all product service bulletins.
Creation of production decals for Trackmaster treadmill/Full Vision Fabrication production.
Provide back up to Inside Sales Administrator in areas of phone support and sales order entry.
Other duties As assigned by supervisor