TechnicalServicesRepresentative

Technical Services Representative

Job Title: Technical Services Representative | 3684-1 Location: Lake Zurich, IL (Hybrid) 3 days a week onsite (Tue-Thu). They will be home Monday and Friday. Duration: 6+ months Education: High School Diploma/GED

Customer Service / Call Center Part Order Placement, Order processing, phone calls, reporting, FedEx label creation.

Position Summary Act as the primary contact for the technical service contact center, supporting the Medical Device business. Accurate data entry of spare parts orders, service call creation for repairs, field corrective actions, installations, depot repairs and preventive maintenance from customers and internal field personnel.

Principal Activities Performed By The Incumbent

• Answer 800-line calls and make outgoing calls.
• Create service requests for repair, preventive maintenance, assist, Depot, and non-repair.
• Identify and report potential complaints per criteria on service orders.
• Pursue and dispatch service orders to Field staff within designated timeframe.
• Create Installation requests and coordinate hardware installation communication.
• Support Plasma Business Unit Hotline, completion of Service Orders and opening Hotline notifications for roll-over calls.
• Assist in maintaining Depot Daily reporting, and customer follow up.
• Perform data entry of spare service part orders, and FOC orders, and delivery complaints. Handle Spare Part expediting process via Late Transaction & Part Chasing.
• Handle spare part "Re-Stock" from FSE trunk stock to warehouse.
• Perform Daily SAP Part Movement for inventory purposes.
• Creation and update of Preventative Maintenance Plans.
• Assist in updating Equipment Master Record in reference to ZVInstall, Hardware Forms, Scraps and device transfers.
• Completion and maintenance of daily SharePoint requests.
• Perform daily/weekly and monthly reports in SAP.
• Creation of weekly on-call/vacation assignment schedule.
• Support/interact with Technical Assistance, Hotline Team, Plasma Business Unit and other business units as needed (i.e. Commercial Ops, Finance, Marketing, IT, etc.).
• Additional administrative duties/projects as assigned.
• DXT Technical Training Level 1.

Requirements

• Excellent written, typing and oral communication skills required.
• Must be proficient in Microsoft Suite: Word and Excel.
• Must be able to work in fast-paced environment, multi-task and flexible in shift coverage as necessary.
• Detail Oriented.
• Team player.