Service Support and Dispatch Associate

Industry: Medical Devices

Job Title: Service Support and Dispatch Associate

Location: Indianola PA, United States (Hybrid)

Duration: 12 months contract (The contract may vary slightly)

Pay range: $22/hr- $25/hr on W2

Job Description:

Shift Days/

Hours:

Monday through Friday (On-site 2 days a week, T and TH). 1st

Shift: 8:30am
-5pm EST. 2nd Shift: 9am-5:30pm EST. Available to work OT as needed.

PURPOSE: This position sits under our Client Radiology Customer Response Squad and is responsible for helping Client external customers and Client Field Teams. Core responsibilities include supporting resolution of customer inquiries regarding parts and service dispatch as well as updating and accurately maintaining data in systems such as SAP and our Client CRM system. Also include supporting all other general call inquiries and other administrative type activities.

• Provides call support for all customer inquiries including not limited to parts orders including pricing and shipping details, part numbers, requests for technical resource dispatching and credit/billing troubleshooting.
• Manages parts order process and dispatch console for Field Service teams.
• Supports Client Field Teams with facilitating resolution of system data and supporting Install Dismantle Report updates.
• Utilize SAP and CRM systems to professionally document customer/field calls and their resolution; which can be received via phone, CRM, email and web.
• Assists in supporting other assigned projects/tasks requiring data input, document research and analysis and/or metric tracking, cross functional teamwork.
• Ability to assist training and onboarding; assist with training documentation and training delivery as needed.

• All external Customers, Customer Squads (Field Service, Sales and Clinical) and Delivery Solution Squads (specifically TAC, Connectivity Support and Field Operations Squad).
• Also, Logistics, Credit and Collections, Regulatory, Legal, IT/Sap Support

• Advanced problem-solving skills demonstrated experience in dealing with difficult inquiries and customer issues with little supervision, strong sense of urgency.
• This position requires strong communication skills, both written and oral as well as the ability to apply empathy and resolve conflict.
• This position requires a willingness to learn, demonstrate excellent inter- personal and organizational skills; must be able to work within a self-managed team environment.
• Demonstrated ability to follow specific guidelines & procedures; must be resourceful and capable of troubleshooting new applications as they arise.
• Proficiency in MS Office product suite; specifically, Outlook and Excel is required as well as familiarity working within MS Teams.
• Ability to work in a fast-paced environment and very independently.
• Working knowledge of CRM systems (e.g., Salesforce, Service Max, SAP) is preferred.

• Associate degree in business or technical discipline with 6 months of overall experience OR High School Diploma/GED and 2 years of overall experience working in a call center environment and/or customer relations/facing or remote service support role.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.