Customer Service Specialist, Medical Equipment Repair

Job Details

Level: Entry

Job Location:

USAMRIID, Ft. Detrick, MD 21702
Position Type:
Full Time
Education Level: High School

Travel Percentage :
None

Job Shift: Day
Job Category:
Admin - Clerical

• Perform a wide variety of clerical and administrative duties in support of the scheduled and unscheduled maintenance of medical equipment.
• Serve as point of contact for customers requesting medical equipment repair.
• Provide detailed and authoritative information on procedures and documentation required for repair requests, schedules for maintenance, status of repairs, etc. to customers, CEB leadership, and LOG leadership daily as needed.
• Assure the automated scheduled work order listings for preventive maintenance, safety and calibration of equipment throughout the medical facilities and supported organizations are generated on a monthly basis.
• Extract and review data from business objects listing or other available computer listings for completion and accuracy of data; create own Business Objects data queries for compiling information in support of all maintenance activities as needed.
• Answer non-technical, substantive questions regarding work order procedures, status, etc., and initiate and process work orders within 48 hours.
• Research and extract pertinent data related to service maintenance for input into automated system, resolving discrepancies in service-related information.
• Create and assign work orders, annotate work orders with equipment identification and service status, turn in excess equipment, update and print maintenance histories, input warranty data to automated system, issue temporary replacement equipment and prepare a variety of spreadsheets and reports when requested.
• Open and assign unscheduled work orders as requested by internal customers.
• Update service maintenance schedule in DMLSS when required.
• Process and submit work orders for an estimated monthly average of 300 telephonic, oral and email repair requests for all types of routine and emergency medical maintenance services.
• Review requests to assure that they contain correct and complete information and are in compliance with Army Policy and local policies.
• Provide a written explanation of any discrepancies found and report required computation of percentages and use of formulas.
• Provide management, with a copy of the work order register of unscheduled work orders.
• Receive and direct callers and/or visitors to the appropriate staff member or technician based on knowledge of the functions and procedures of the section.
• Provide detailed specific information and handle service requests and concerns of customers regardless of the level of customers knowledge of equipment repair procedures.
• Notify customers of completed repairs and arrange for delivery and pick up of equipment.
• Review, validate, perform quality control, and investigate/correct discrepancies.

• High school diploma or GED.
• Knowledge of general office and administrative requirements and procedures.
• Ability to pass a background check.