Role: Customer Support/ Service Representative
SHIFT 7:30AM-4:30PM MON-FRI

Hybrid

Skills

• Must be able to work in a team-oriented atmosphere with technicians, receiving dept., completing tasks, and communicating effectively, both orally and in writing.
• Quick learner with ability to Multitask/able to juggle priorities, Detailed, Organized, work from email Q, experience with product return/replacement.
• Proficient in use of SAP and Salesforce.com (Or similar CRM/ERP system)
• Highly detailed oriented and organized with ability to multi-task
• Ability to effectively present information and respond to questions from management, clients, and customers.

Job Summary

• works closely with cross functional teams including product/technical support, in house service depot, field service teams and the warehouse and logistics supply teams to ensure our customers are up and running as soon as possible after experiencing technical problems with their esthetic medical device.
• Responsible for coordinating service-based shipping logistics as well as scheduling onsite field service activities.
• Interact with customers to assist in scheduling service visits, module and system deliveries/swaps.

Responsibilities

• Ensure all RMAs are returned from customers and oversee charges for non-compliance
• Ensure clear customer communication for all incoming repairs by obtaining accurate details from Tech Support as to nature of problem
• Handle all non-warranty related repair logistics and transactions
• Collaborate with Product Support as it relates to onsite hardware repair/replacement
• Own product complaints as transferred from Product Support
• Coordinate and dispatch Field Service Engineers and 3rd party service companies to ensure successful field repairs and accurate return of defective material within 30 days of failure
• Schedule priorities of returning systems and modules for repair based on business goals, complaints, and management priorities
• Verifies warranty and service contract coverage for all repairs and communicates to the customer as necessary

Qualifications:

• Proficient in use of MS Office applications such as Outlook, Power Point, Word and Excel (pivot tables)
• Associates Degree or equivalent work experience preferred
• 1 plus years relevant experience in Service / Product Support or equivalent preferred
• Proficient in use of SAP and Salesforce.com (Or similar CRM/ERP system)
• Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.
• Ability to read, understand, and follow SOPs relating to Product Support, Service, and RMA business correspondence, and procedure manuals in English.
• Must be able to work in a team-oriented atmosphere with assemblers, technicians, QA personnel, and engineers, completing tasks and communicating effectively, both orally and in writing.
• Ability to effectively present information and respond to questions from management, clients, and customers.

Job Types: Full-time, Contract

Salary: $22.00 per hour

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Pleasanton, CA 94588: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• Customer Support & Client Services Occupations: 2 years (Required)

Shift availability:

• Day Shift (Preferred)

Work Location: One location

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