Job Description

Akkodis is assisting a well-known Medical Device Manufacturing company in their search for a Technical Support Representative. This is a 12 Month contract position with potential to go permanent after the contract portion. If interested, please apply with updated copy of your resume and a member of our team will reach out to schedule next steps!

Compensation: $25/hr

Location: Remote, first week of training will be onsite. Candidates must be local to MPLS area

Summary:

• Customer Support phone coverage during business hours
• Troubleshoot field reported problems; resolve and follow-up accordingly
• Case management – follow up on open cases to ensure products are returned for timely investigation. Manage open cases to ensure that service is completed in a timely manner. Work with customers to resolve discrepancies that may delay service or quality investigation
• Follow procedure for reports involving patient death or serious injury (MDR/Adverse Events), repeated problems with equipment as well as disposable kits
• Create, update and maintain Problem Reports (PRs) in the service/complaint handling database for each field reported problem
• Update/close field service/PM PRs upon field completion
• Route difficult or urgent technical requests to the designated service/engineering support personnel for expedient resolution
• Dispatch field service personnel to perform field repairs on-site; obtain and ship required parts accordingly
• Work with the service technicians as needed to obtain repair details and status for equipment returned for repair and/or upgrade
• Arrange for the shipment/return of loaner equipment and customer product associated with in house repairs; utilize the service/complaint handling database for product and loaner tracking.
• Receive, document, and respond to field reports and requests from customer accounts, sales representatives, and clinical applications
• Follow procedure for reports involving patient death or serious injury, repeated problems with equipment as well as disposable kits.
• Create service items, service orders, and sales orders; post invoices and create credit memos, return orders and rebills to correct pricing and billing errors; interact with the Sales Administrator
• Work with Accounts Receivable to resolve unpaid invoices
• Receive and process customer purchase orders for billable/out of warranty service

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