Product Support & Operations Associate

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 QMSReturns

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 CRMUpdate 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 QMSCase/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.
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