Support Specialist I

Patterson Companies, Inc.•Waukesha, WI

1d•$17 - $22

About The Position

Patterson isn't just a place to work, it's a partner that cares about your success. One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization. Job Summary Responsible for answering incoming technical and clinical application calls and emails regarding anesthesia and monitoring equipment from internal and external sources. Provide vital technical and clinical support to internal staff for new product development. Essential Functions Technical Support and Training Answers incoming calls and emails; resolves customer issues and logs conversation into the customer database. Works directly with manufacturers and customers to facilitate service repairs, preventative maintenance recommendations and replacement items. Works directly with sales agents to support sales recommendations, provide competitive analysis of product and aids in client education of product usage. Assists Service Technicians as needed with parts identification and troubleshooting. Provides Monitor or Anesthesia Machine In-service and/or demo training to customers as needed. Assists with installation questions or difficulties that may need to be resolved. Assists with requested training or CE events as needed. Provides support tools and training to new Service Technicians as needed on monitoring and anesthesia. Attends Regional or National Sales meetings as requested. Clerical Duties Issues Work Order (RMA) number for customer repairs at Patterson Veterinary NRC. Invoices Work Orders when repair has been completed at Patterson Veterinary NRC. Order entry as needed for internal and external sources. Issues credits as needed which includes adjusting inventory and the quarantine of vaporizers until credit is processed. Runs Outstanding Customer Returns report from vaporizer database and call customer/track vaporizer returns to ensure they are received in a timely manner. Order entry, forecasting, record keeping and daily ship log for Banfield Hospitals. New Product Development Researches and reviews new product or competitive product information and updates matrices as needed. Working Conditions Physical Demand: Lifting or carrying, light physical activity, up to 25 pounds Environment Factors: Operating a computer for up to 8 hours/per day. Position involves frequent communication with (customers, inside staff, etc.) and requires ability to understand and effectively exchange accurate information. Travel and On-Call This position requires minimal travel (10%) in a national area. For this position being on-call is not required.

Requirements

High School Graduate or Equivalent required.
Certified Veterinary Technician or Equivalent License or Registration (LVT or RVT) required.
Outstanding problem-solving skills.
Outstanding troubleshooting skills.
Courteous and professional phone manner.
Ability to multi-task in a fast-paced environment.
Ability to work and contribute to a team environment.
Excellent communication skills, both oral and written.
Strong user knowledge of MS Office Suite.
Prior experience in the area of anesthesia and monitoring.
Occasional travel as needed.
Strong organizational skills and focused on being dependable, reliable and punctual.

Nice To Haves

Associates Degree in Applied Science or Bachelor Degree.
Prior customer service or technical support experience.

Responsibilities

Answers incoming calls and emails; resolves customer issues and logs conversation into the customer database.
Works directly with manufacturers and customers to facilitate service repairs, preventative maintenance recommendations and replacement items.
Works directly with sales agents to support sales recommendations, provide competitive analysis of product and aids in client education of product usage.
Assists Service Technicians as needed with parts identification and troubleshooting.
Provides Monitor or Anesthesia Machine In-service and/or demo training to customers as needed.
Assists with installation questions or difficulties that may need to be resolved.
Assists with requested training or CE events as needed.
Provides support tools and training to new Service Technicians as needed on monitoring and anesthesia.
Attends Regional or National Sales meetings as requested.
Issues Work Order (RMA) number for customer repairs at Patterson Veterinary NRC.
Invoices Work Orders when repair has been completed at Patterson Veterinary NRC.
Order entry as needed for internal and external sources.
Issues credits as needed which includes adjusting inventory and the quarantine of vaporizers until credit is processed.
Runs Outstanding Customer Returns report from vaporizer database and call customer/track vaporizer returns to ensure they are received in a timely manner.
Order entry, forecasting, record keeping and daily ship log for Banfield Hospitals.
Researches and reviews new product or competitive product information and updates matrices as needed.