Customer Support Specialist

Overview

The Customer Support Product Specialist at Cook Capital Equipment serves as the subject matter expert on various topics and systems within the department. They are able to provide training, global project support and expertise with customers and internal personnel.

Responsibilities

• Subject matter expert on capital equipment portfolio and service requirements.
• Responds to questions from sales team and customers regarding service packages, pricing, quoting and service recommendations from manufacturer.
• Expedites service quotes and PO acquisition for repairs identified during preventative maintenance.
• Assists Field Based Technicians with service scheduling efficiency by identifying additional service calls within close geographical locations.
• Manages evaluation and loaner pool inventories and order replacement parts for customers as needed.
• Maintains strong product and ordering systems knowledge
• Participates and coordinate in regional projects when required.
• Communicates with customers in a professional manner
• Processing Capital Equipment Product and Service complaints
• Assigns capital equipment service requests from customers to service technicians.
• Maintains accurate records of all capital equipment service activities and ensure company procedures are met.
• Ensures timely service reports are submitted by service technicians.
• Receives shipments of supplies and verify associated documentation.
• Sundry tasks as directed by your manager
  
  

Qualifications

• Bachelor's Degree or equivalent work experience related to listed job function/duties within a comparable background
• 3 to 5 years work experience in service scheduling and customer services preferred
• Work experience within medical device service-related field or clinical health environment settings highly regarded
• Intermediate knowledge of Microsoft suite Word & Excel
• Strong administration skills
• Detail oriented with strong organizational skills and ability to meet time sensitive requirements
• Product and order system knowledge preferred
• Ability to multi-task and handle competing priorities while under pressureBachelor's degree or equivalent experience preferred
• Must have effective oral and written communication skills
• High attention to detail
• Excellent problem-solving skills
• Pleasant phone manner
• Ability to work in collaborative and independent work situations and environments with minimal supervision
• Ability to remain calm and receptive in fast paced situations
• Must work and interact effectively and professionally with and for others throughout various levels of the regional organization
• Maintain regular and punctual attendance