Medical Device Customer Service Representative

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

Job Title:

Medical Device Customer Service Representative Reporting To:
Supervisor, Service Customer Serv

Work Schedule:

Fully Remote Salt Lake City, UT

Moog Medical Devices Group designs, manufactures, and distributes industry-leading enteral feeding and infusion pumps. These advanced infusion systems improve medication/patient safety, optimize application performance, reduce medical expenses and SAVE LIVES. Our Medical Devices team in Salt Lake City, UT is looking for a polished Customer Service professional to join their dynamic team. You will report directly to the Customer Service Supervisor and enjoy a very collaborative and flexible working environment.

While we’re excited to offer this position as fully remote, the ideal candidate will also live within a commutable distance from our SLC facility to attend in-person training and provide periodic on-site support as needed.

As our Medical Devices Customer Service Representative, you will make critical contributions by holding responsibility for:

• Process customer orders and requests for product repair via phone/fax/email; enter all relevant info into the ERP/order entry system Generate and transmit order confirmations and manage customer expectations with regards to delivery timelines
• Support and initiate pricing dispute process
• Process product replacement orders, provide shipping labels and coordinate the return/replacement of items in a timely manner
• Support, address, research and escalat (as needed) customer issues; respond to all inquiries/requests, report urgent complaints, investigate disputes, provide warranty info and trouble-shooting assistance where possible
• Provide additional support to customer service and sales colleagues as needed, assisting with projects, reporting and any customer-related issues as needed
• Troubleshooting Filter and transfer all clinical support calls to Clinical Help Desk
• Log all customer complaints into Complaint Handling System (QAD & Master Control)
• Ask probing questions to determine service needs and accurately input information into electronic systems.

To be considered for this Program Manager role, here’s what you’ll need to bring with you:

• High School Diploma or equivalency (GED) required
• 3+ years of related experience and/or training in customer service, call center, or similar role required
• Prior experience with medical devices a HUGE plus!
• Strong computer/technical skills with demonstrated competencies with data entry into an ERP (or similar) system and Microsoft Office applications.
• Meticulous attention to detail and superb problem-solving skills
• Exceptional customer service skills with strong phone etiquette, active listening and communication skills

In return, we care for you by providing incredible "work perks" including:

• Financial Rewards:
  Great compensation package, bonus opportunities, matching 401k and the ability to participate in Employee Stock Purchase Plan (select locations), Flexible Spending and Health Savings Accounts
• Work/Life Balance:
  Flexible paid time off, holidays and parental leave program
• Health & Wellbeing:
  Comprehensive insurance coverage including medical, dental, vision, life, disability, Employee Assistance Plan (EAP) and other supplemental benefit coverages
• Professional Skills Development:
  Tuition Assistance, mentorship and coaching opportunities, leadership development and other personal growth programs
• Collaborative and Welcoming Culture:
  Warm,…