Position Summary

The Senior Customer Service Device Administrator supports the Critical Care Device business and both internal and external customers with all aspects of ordering, invoicing and asset management tracking through both phone and email communications. Due to the complexities with multiple versions of product and software, all aspects of this position require strict compliance to procedures and the utmost attention to detail.

Essential Duties & Responsibilities

• Manage the input of all Oracle transactions associated with Capital Equipment Contracts

• Understanding and use of the Model N contracting system to interpret Device Contracts.

• Be well versed on the transaction requirements for all the various methods of Capital Contracting (lease, placement, direct sale, third party, loaner, etc.)

• Responsibility for the accurate input of Oracle Blanket Sales Agreements (Recurring invoicing).

• Manage incoming phone and email communications from customers, Field Sales or various company employees.

• Manage entry level calls for technical assistance, utilizing approved resources and internal contacts.

• Input orders for serialized monitoring equipment and associated accessories.

• Process Capital Equipment Trial Evaluations and monitor timely return or initiate appropriate invoicing per the Sunshine Law.

• Per government serialized tracking requirements, help ICU maintain accurate serialized device tracking for our US and Puerto Rico customers in the Oracle Installed Base.

• Ability to identify and hold up device shipments requiring implementation services/approvals.

• According to required timelines, ensure that invoices for equipment and services, associated with our MedNet product line, are released according to SOX requirements.

• Process Capital Title Passes and Buyouts at contract expiration.

• Process orders for replacements and repairs initiated from Trackwise Global or Service Requests.

• Manage any credit or debits associated with Capital equipment and services.

• Responsibility for Installed Base Account Ownership changes (aka Unit Transfers)

• Update and maintain the accuracy of customer warranties and Extended Service.

• Responsibility to code appropriate statuses on devices upon awareness of such activities as returns to destruction companies, equipment loss or equipment no longer being supported through our Service Center.

• Responsibility, at times, to update various fields in the Installed Base as requested by Quality or Manufacturing for the Critical Care hardware product line.

• Assist AR with managing pricing inquiries and questions associated with Capital equipment and services.

• Manage device returns, both unused and standard returns.

• Provide Asset Management reports from the Installed Base to customers, Field Sales and internal employees upon request.

• Handle credits and replacements and returns for non-serialized forms sent through from Global Product Complaint.

• Provide a solution for all callers- if answer is not known - research and follow up.

• Work closely with the US Service Center.

• Coordinate with shipping companies regarding order status and PODs

• Expedite urgent requests, following through with Field Sales to ensure product delivery details are communicated through to delivery.

• Be able to come up with creative solutions for customers both internal and external with minimal supervision

• Take on special projects with little to no guidance

• Work on special assignments as they arise

• Continually seek out process improvements

• Assist with departmental training as needed

• Manage special projects as they arise

Knowledge, Skills & Qualifications

• Excellent verbal and written communication skills
• Excellent organizational and interpersonal skills
• Ability to multi-task in a faced-paced environment
• High level of attention to detail
• Proficient in Excel, Word and Outlook
• Ability to communicate clearly and effectively with upper leadership
• General process knowledge of all departments with which SCS interacts
• Strong ability to positively influence others

Education and Experience

• Bachelor’s degree from an accredited college or university is preferred with 0-4 years of experience in a general office environment
• 3+ years of industry experience required in lieu of a Bachelor’s degree
• Previous experience with ERP is a plus

Minimum Qualifications

• Must be 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.

Additional Requirements

As part of the ongoing surveillance of product safety occurring throughout the product life cycle, employees will ensure that, if they identify or are notified of any Product Complaints, Adverse Events, Adverse Drug Reactions, and/or serious public health threats involving or related to an ICU Medical Product, that they will communicate this information to the appropriate ICU Medical safety or complaint handling group in a timely manner.

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.