OSI Systems, Inc

Customer Support Representative

US-WA-Snoqualmie
3 weeks ago
Spacelabs Healthcare
Requisition #
13223

Overview

At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safer environment for patients.

 

Why work at Spacelabs? Because lives depend on you!

 

The Spacelabs Customer Support call center is a dynamic real-time environment wherein the primary role of the Customer Support Representative is to be the first point of telephone contact for internal and external Spacelabs customers. The Customer Support Representative will place orders, process returns, dispatch Field Service Engineer’s, open depot service calls, answer general inquiries and perform all tasks related to the collection of past due invoices. The Customer Support Representative will provide sales information, such as, product information and lead validation, to meet the customer’s needs on all Spacelabs and selected OEM products. The Customer Support Representative will work in a call center environment consisting of call coaching with an emphasis on providing outstanding customer support. 

Responsibilities

 

  • Process and maintain orders for customers and field service engineers by confirming the appropriate product part numbers, ensuring conformance to company terms and conditions, and assigning the appropriate financial coding.
  • Provide answers to customer inquiries, i.e., order status, expected ship date, proof-of-delivery, part number, pricing, shipping information, customer account information, etc.
  • Understand current Spacelabs product offerings and competitive product offerings. Understand basic clinical applications, functions, features and benefits with the ability to communicate them to customers.
  • Ensure that customers’ questions and problems are resolved properly and quickly.
  • Identify and escalate priority issues.
  • Cross training with additional departments to support customers’ needs.
  • Qualify new accounts for all markets; adhere to account classification policy.
  • Dispatch Field Service Engineers.
  • Perform investigation processes for problematic customer accounts.
  • Record customer feedback and complaint information and make sure that customers’ needs are kept a priority.
  • Open depot service calls.
  • Work with customer to understand needs and offer other/additional products to optimize sales.
  • Perform all tasks required in a call coaching and recording environment.
  • Very close teamwork is required to achieve our goal of delivering “World Class Support” to all customers.
  • Meet or exceed the goals established based on the call center measurements.
  • Flexible work schedule to provide phone coverage from 5:00am to 3:30pm PST.
  • Uphold Spacelabs values of Customer Obsession, Ownership Mindset and Superior Results.
  • Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct.
  • It is the responsibility of every Spacelabs Healthcare employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
  • Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

  • Associates Degree preferred, or equivalent training and work experience.
  • Experience in a customer service environment. (Educ only for level 1, min 3+ level 2, 5+ level 3).
  • Experience in Medical devices is a plus. (Overall relevant experience determines level)
  • Strong computer system knowledge of customer/sales support software.
  • Fast-paced office environment; requires significant use of telephone and computer.
  • Able to work overtime as required.

 

 

Equal Opportunity Employer

 

EEO is the Law

 

Poster Link: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

 

OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.

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