Duties: Candidates must be able to work any shift between 5am and 5pm PST Monday thru Friday Respond positively to and expeditiously processes all incoming inquiries related to instrument service calls.
The ability to professionally respond to a high number of emails and phone calls.
Dispatch to our Field Service Engineers
Process Depot Repairs and Rapid exchange
The successful candidate will perform order entry, processing of the return authorization, and customer guidance for instrument return. Logs all incoming inquires through SAP and follows them through to completion. Entitlement check with customers so we can provide the best service possible in order to route the call or handle it appropriately.
Must have a strong attention to detail and be highly organized.
Dependable and possesses the ability to speak with a variety of people including internal and external customers.
A strong team player with the ability to multi task.
Have the ability to address escalations and handle unique customer requirements.
Responds to changing priorities and objectives.
Adhere to SOP's and departmental training guidelines in alignment with that of the Service and Support organization.
Follows established service standards and processing timelines.
Positive demeanor and a can do attitude that is transparent to the customer by demonstrating good judgment, tact and diplomacy.
Has courage and confidence. Participates in meetings and initiates innovative processes.
May be required to perform other related duties as required and/or assigned.
Education: Would like someone with minimally 4 years in a Customer support role. A four year degree is preferred #