Technical Support Coordinator

San Francisco Peninsula , CA

Posted: 07/08/2019 Employment Type: Contract Industry: Medical Device Job Number: JOS000008696

Job Description

Job Summary: 
The Technical Support Coordinator will be supporting the Technical Support department by coordinating service activities. This will involve direct communication with customers as well as internal staff. They will manage parts, customer equipment, and loaner equipment movements in and out of the service department. Providing feedback to customer sites and internal personnel. 
Essential Functions: 

  • Responsible for backlog management of RMA equipment to optimize the turnaround time of repairs and loaner returns. 
  • Responsible to process/track RMAs, maintaining backlog and shipping reports and driving timely return of materials. 
  • Support part orders and fulfillment processes to support service activities. 
  • Interface with customers (internal and external) via email and phone in the course of performing coordination duties. 
  • Create, and maintain documentation, process standards, and service information. 
  • Assist in monthly billing and invoicing activities. 

Position Specifications: 

  • Knowledge/Educational Requirements 
  • Minimum of a High School diploma. 
  • Associated Science degree or some college preferred 
  • 5+ years of experience in a customer support position within high technology. Healthcare a plus. 

Skills and Abilities: 

  • Experience in a technical environment working with technical staff and external customers 
  • Builds and sustains dynamic relationships with customers, field sales and internal organizations 
  • Must be customer focused and results driven 
  • Able to manage multiple tasks and prioritize appropriately 
  • Detail oriented with good written and verbal communication skills required 
  • Must have strong organizational skills- effective in following up with all pending matters 
  • PC skills including use of Windows Operating systems and MS office applications are required 

Physical Demands/Work Environment: 

  • Work is generally performed within an office environment, with standard office equipment available. 

Working Relationships: 

  • Operations/Logistics, Technical Support Department 

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