Product Support & Operations Associate Job Louisville area,Kentucky USA,IT/Tech

The Product Support & Operations Associate is a key onsite member of the LNC Louisville Operations team. The purpose of this role is to facilitate customer and operations success by:

Managing inventory including receiving goods, shipping goods to customers and performing inventory counts
Assist in managing facilities
Operating within the Louisville Quality Management System (QMS)
Applying a deep and effective knowledge of Lifelines' products and business processes to support customers in their use

Responsibilities

Inventory management

Receiving, packing, preparing and shipping inventory
Coordinating purchase and customer orders
Monitoring and managing inventory levels
Processing returns to the manufacturer (RMA)

Shipping

Use various shipping software to create incoming and outgoing AWB labels for orders and returns
Properly pack and label ingoing and outgoing orders, ensure a pickup is scheduled

Purchases processing and inventory management

Inspect incoming goods and receive them into inventory
Take part in periodic inventory counts
Keep inventory well-organized

Facility management

Ensure facilities are well kept and looked after, and managed in accordance with the QMS

Returns

Follow procedures as communicated by the device manufacturer to communicate reported queries and issues with equipment
Inspect and test incoming returns for reported defects
When required, return equipment to the manufacturer in line with their guidelines
Submit requests to Finance to arrange repairs with overseas manufacturers. Log results of inspections in Sugar CRM
Update equipment records with new information related to queries and/or returns

Remote Support

Use Team Viewer (remote desktop tool) to remote into customer computers, to address issues with EEG software and general desktop support
Answer customer inquiries via phone, e-mail or other methods
Determine the billable status/ warranty coverage of support issues resulting in a case
Accurately log calls and customer interactions in coordination with procedures outlined in the QMS

Case/Ticket Management

Create case entries in Sugar CRM software
Track details and progression of customer queries and issues within the case, to include serial numbers of all equipment involved
Log any shipping details such as tracking numbers and scans of the AWB label. Associate equipment records with the case via linking and create device movement histories and notes with any information that can be saved electronically

Adhoc

Perform operations tasks where directed and necessary on an adhoc basis

Qualifications

Strong written and verbal communication skills
Excellent organization and attention to detail
Ability to manage multiple priorities and deadlines
Problem solving mindset and ability to troubleshoot issues independently
Microsoft Office Suite required
Associate's degree required, Bachelor's degree preferred; relevant experience can substitute for a degree
Technical customer service experience preferred

Physical Requirements

Ability to lift, carry, and move packages and equipment weighing up to 50 lbs
Ability to spend approximately 50% of the workday sitting and 50% standing or walking
Ability to regularly bend, stoop, reach, and handle inventory items
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential physical functions.