Technical Service Representative

Integra LifeSciences•Cincinnati, OH

8d•$20 - $27

About The Position

Joining Integra LifeSciences 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.

Requirements

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 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

Nice To Haves

Experience working with Field Service organizations

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
Answer customer questions or direct customer inquiries to appropriate business groups for response
Constantly seek ways to improve the Customer Support processes