OSI Systems, Inc

  • Equipment Service Center Administrator

    Location US-WA-Snoqualmie
    Posted Date 4 weeks ago(4 weeks ago)
    Company
    Spacelabs Healthcare
    Requisition #
    14310
  • 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 ESC administrator processes returns, opens depot service calls, answers general inquiries and works with inside sale team to coordinate and process Refurbish sales orders. The ESC Admin also coordinates with all OEM vendors to request RMA. The focus for the ESC admin is to provide 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.
    • Process Refurbish sales orders.
    • Perform all materials transaction for refurbish.
    • Request RMA on OEM vendors, and provide RMA number to customers by email.
    • 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.
    • Perform investigation processes for problematic customer accounts.
    • Open depot service calls.
    • Call customers for estimate approvals on repairs that are not covered under warranty, contract and billable for additional P.O
    • Work with customer to understand needs and offer other/additional products to optimize sales.
    • Work with the service material planner to process Trade-in recovery.
    • Verify entries for accuracy and completeness.
    • Meet or exceed the goals established based on the ESC measurements.
    • 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

    • Minimum of 3 years of experience in a customer service environment (Education only for level 1, min 3+ level 2, 5+ level 3).
    • Strong computer system knowledge of customer/sales support software.
    • Requires significant use of telephone and computer.
    • Strong telephone and customer service skills - must make out-going calls to clients to resolve issues and/or escelate to the appropriate team members.
    • Advanced Microsoft Office; Word, Excel, etc.
    • Ability to work overtime as required.
    • Ability to work 7:00 AM - 3:30 PM shift.

      

    OTHER WORK REQUIREMENTS:

    • Successful completion of Spacelabs training required (including training done at Company location).
    • Must become fully competent in the application and operation of all assigned products and systems.

     

     

    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 the Security and Healthcare divisions, as well as to external original equipment manufacturer clients for application in the defense, aerospace, medical and industrial markets, among others.

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.