Job Details

Description:

Description:

Position Summary
The Client Solution Specialist is the first point of contact for ICU Medical product support to external and internal customers. They play a critical role in the overall customer experience and satisfaction as most of their day is spent talking with customers and providing repair support for ICU Medical's medical devices and safety software. They also manage customer repair requests.

Essential Duties & Responsibilities
• Manage all incoming contacts (phone, email, chat, etc.) per service and support guidelines detailed in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements. Document interactions in appropriate systems.
• Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism.
• Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction.
• Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.
• Manage Service Requests (RMAs) for customer-returning medical devices, including acquiring Purchase Orders for billable services.

Knowledge, Skills & Qualifications
• Experience with working in a Customer Call Center environment (1-2 years)
• Experience with using Enterprise Resource Planning systems (i.e., Oracle EBS) (1-2 years)
• Experience in troubleshooting biomedical or electro-mechanical devices (1 year)
A high degree of initiative and extremely strong communication skills
• Fluent in English/French for both verbal and written communication

Education and Experience
• High School diploma or GED equivalent
• Associate of Science in Biomedical Technology or similar preferred
• 1 year minimum, 2 preferred

Minimum Qualifications
• Must be at least 18 years of age

Travel Requirements
• Typically requires travel less than 5% of the time

Physical Requirements and Work Environment
• This is largely a sedentary role.
• This job operates in a professional office environment and routinely uses standard office equipment.
• The position requires the ability to work under pressure and stress common to office environments.
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Additional Details

• Manager's Requested Bill Rate : (No Value)
• Does the position allow for the worker to be virtual/remote? : Yes
• Shore Options Available for this Position : Onshore Only
• Critical Position? : No
• Professional References Required for this position? : No
• Driving Assignment? : No
• Hiring Manager Name : Keat, Aaron (13562_ICU)
• Job Posting Description Comments : Work Arrangement: Fully Remote Bilingual, English/French Max Hourly PayRate: $21.00
• Select Shift &Schedule : Professional|First Shift|Monday-Friday|See Below
• Enter Shift Times : N/A