Capital service coordinator

The Service Coordinator is responsible for coordinating service-based shipping logistics as well as scheduling onsite field service activities for medical Devices.

They process Service Notifications for return/replacements, swaps, and repairs. Regularly interacts with customers to assist in scheduling service visits for system deliveries/swaps and does quotes/payments for out of warranty service.

Main Responsibilities:

Process product complaints for current Aesthetics Medical Devices that are transferred from the Product Support Team via email and SAP system.
Collaborate with cross-functional internal/external teams for the replacement, repair and return of products in the required time frame. Including unit swap coordination with 3rd party transportation company for U.S., Puerto Rico & Canada. Issue return labels as needed.
Coordinate and dispatch Field Service Engineers (In-house & 3rd party) along with required parts to ensure successful field repairs and and the proper return of defective material for U.S., Puerto Rico & Canada.
Process A La Carte Return/reimbursement in MOXIE and SAP.
Process Supply request and Comp Cycle requests.
Confirm warranty & Service Contract coverage for all repairs and replacement. Follow up on open cases until repair/swap has been resolved. Collaborate with Credentialing and Finance departments to resolve order blocks.
Responsible for performing all duties in compliance with FDA’s Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements.
Complete all required training to be able to function in various aspects of the position, including Customer Service roles.
QA Management System - Create a case investigation and upload the third-party technician's FSR. Also, update the “Related Product” field to reflect the “non-return” product status.
Run daily/weekly reports to manage the workflow of customer complaints. Follow up on backorders with K&N and Logistic planners


Knowledge and Experience:

High School diploma.
At least 2 year of experience in similar positions
Intermediate knowledge in Microsoft Windows & Outlook applications
SAP, Salesforce, and Quality Management System a plus.
Advanced English level 85%.

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Bachillerato edu. diversificada

Otra

3 años de experiencia

1 Vacante