Customer Support Coordinator

Job Details

Job Location:

Newton, KS 67114

Position Type:
Full Time

Education Level: High School

Salary Range: $19.10 - $24.30 Hourly

Job Shift: 1st Shift

POSITION TITLE:

Customer Support Coordinator

REPORTS TO:

Track master Production & Service Supervisor

Job Function:
Provide technical support to the medical treadmill OEM’s and their customer base. This will involve both phone/email support and field training for the OEM’s sales support and service staffs.

EXPECTATIONS/RESPONSIBILITIES:
Regular attendance and starting on time are essential. Responsible for the quality of his/her own work and to not accept poor quality workmanship from others. Expected to perform at acceptable quality and performance levels and strive for continuous improvement as described in Full Vision's Quality Policy.

Receive, facilitate and resolve incoming service-related phone calls and emails from OEM, Distributors and end users.

Perform internal service administration paperwork and records, maintaining daily service call reports and customer complaint logs, in support of 13485 Compliance guidelines.

Coordinate field service functions with OEM or Distributor field service engineers.

• Train OEM and Distributor Field Service Engineers on servicing and maintaining Track master treadmills.
• Conduct on-site service calls at specified customer locations to perform troubleshooting and repair of defective devices. Assist OEM Field Service Engineers with on-site troubleshooting or repair of devices as required.

Responsible for the complete processing of all customer service parts orders, including order work order generation & processing, sales order entry, packaging & shipment of parts, and properly maintaining all part shipment data in the Customer On-Line Portal.

Provide parts support to OEM’s, Distributors and End Users, including order work order generation & processing, sales order entry, testing, packaging & shipment of parts.

• Coordinate warranty parts returns from customers, perform testing and evaluation of faulty parts under the guidance of TM Product Manager, assist purchasing in the return of defective items to their respective vendor for appropriate credits.
• Assist in the review and processing of all Track master OEM and Distributor warranty programs.

Oversee the development and distribution of all product service bulletins.

Creation of production decals for Track master treadmill/Full Vision Fabrication production.

Provide backup to Inside Sales Administrator in areas of phone support and sales order entry.

As assigned by supervisor.

• Strong mechanical aptitude and experience required.
• Strong, practical experience with electrical systems and circuitry required.
• Strong troubleshooting skills.
• Excellent communication skills.
• Strong organizational skills.
• Must demonstrate a high attention to detail.
• Personal integrity and dependability.
• Experience with Microsoft Office products (Outlook/email, Word, Excel, etc.).
• Knowledge of graphics software (Adobe Illustrator, Corel
  
  DRAW®, Sign Lab, etc.).
• Relevant technical education preferred.
• Education:
  
  College (Associate or Bachelors) or High School.