The Repairs Specialist oversees the complete Repairs operation and administrates all transactions related to Repair situations. They will create sales orders, RMAs, ship labels, quotes and contracts. They will work with all departments to provide timely and thorough customer support. Also, the Repairs Specialist plays a key role in driving improvements and recommendations including processes, pricing, equipment and customers. The Repairs Specialist is responsible for providing quality and efficient service to customers that need assistance.
Organizational Impact:
At Sarnova you are not just a number. What you do each day matters. In this role, you are the hub that keeps our Service customers fully prepared with medical equipment and other life-saving devices. You truly impact the success of the Cardio Partners product portfolio by embracing a high level of customer focus and care.
Responsibilities
Essential Duties and Responsibilities:
Correspond with customer to obtain key information about potential repair/s; provide customer with estimates for repair and/or replacement costs
Research repair history by serial number to determine warranty information
Issue RMA’s and create ship labels
Create and process loaners; review outstanding loaners and attempt to collect; process all return and trade in credits; process all loaner and rental credits and debits
Work with receiving to verify product and customer information
Process repairs and print to warehouse for shipping
Track warranty issues and report to upper management
Work with inventory control for repair trade-ins and to close out service orders for each serialized item
Coordinate repairs and upgrades with Manufactures and 3rd party Vendors
Review and print all equipment part orders
Review, edit, process and print all equipment unit orders
Take calls and enter orders and quotes
Manage Key Customer relationships (House and Strategic Accounts)
Provide annual reports for customers on their repair history
Manage loaner process
Report and manage service metrics
Prioritize and organize daily follow-ups to ensure timely resolution
Communicate with customers via phone, fax, or e-mail
Work with other departments to meet customer expectations and fulfill promises
Drive service process improvements and recommend pricing, equipment and customer improvements
Other projects and job duties as assigned
Skills/Experience Required:
Education: High School Diploma or equivalent
Three to five years of previous customer service experience
Ability to work in/contribute to a team environment
Excellent customer relations skills
Strong attention to detail and accuracy
Excellent follow-up skills; can research problems with the appropriate individuals and respond to the customer (either internal or external) within the time frame given
Basic understanding of medical technology
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Strong computer skills with basic understanding of MS Outlook, Word and Excel
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.