Job Purpose:
Interface with current and future potential customers to increase our service level and contract business.
Support the Operational and Commercial Team, the Technical Service and Support Team to meet stablished KPI objectives.
Interface with English and French speaking customers providing support and technical support.
Promotion of the service offerings and agreements to the customer base.
Data entry to support the utilization of an enterprise resource planning system.

Duties:
Provide technical feedback to French speaking customers ( typically via liaison with service technician regards any technical details or questions)
Ensure repair documentation is properly completed within the Depot Repair module in Oracle
Outreach to customers with repair estimates or quotations, and follow through periodically with customers approvals
Outreach to existing customer base to propose service offering such as preventive maintenance, flat fees, contracts, etc.
Liaise with Sales Team and Internal Departments to ensure high level of customer satisfaction

Responsibilities:
Technical Support for French Speaking Customers
Ensure all Depot Repair and Service Contracts data is maintained in Oracle (up to date and accurate)
Provide timely response and approval of the service repair estimates in order to meet KPI objectives
This position is required to assure compliance of Company Operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including but not limited to FDA, Quality Systems Regulations, ISO 13485, ISO 14001, Government occupational health and environmental regulations and statutes)

Technical Knowledge and Skills:
College or Bachelor Degree
A minimum of 5 years directly related to administrative experience and customer service experience preferred
Excellent communications skills (written and verbal)
Bilingual (Proficiency in English and French)
Computer Skills (MS Office applications – Word, Excel, Access, etc.)
ERP experience preferred (Oracle)
Abilities:

Strong ability to multitask
Excellent organizational and time management skills, with the ability to work independently with minimal supervision
Strong attention to detail
General Technical knowledge
Planning and Decision Making:

Coordinate and expedite any urgent repairs as delegated by Supervisor or Manager
Provide all the necessary information to the Technical Service Manager
Impact and Scope:

This position impacts customer perceptions of Smiths Medical as a leader in the service arena and illustrates the organization’s commitment to customer focus
This position impacts the health and welfare of patients through the proper handling of technical calls with hospital and healthcare clinicians
This position impacts the profitability of the Business Unit by insuring service is properly documented and invoiced
Key Internal and External Relationships:

Internal: Customer Service, Marketing and Sales, Procurement, Warehouse
External: Customers, Sales Team
TO APPLY:

If you have the skills and experience required for this position, please forward your resume to:

E-mail: Dustin.Beardslee@Smiths-Medical.com

Quote Job Reference: Ops2674

Posted 2016-03-07