Hybrid schedule after fully trained

Job Summary

• Responsible for answering incoming technical and clinical application calls and emails regarding anesthesia and monitoring equipment from internal and external sources.
• Provide vital technical and clinical support to internal staff for new product development.

Essential Functions (Major Duties)

Technical Support and Training

• Answers incoming calls and emails; resolves customer issues and logs conversation into the customer database.
• Works directly with manufacturers and customers to facilitate service repairs, preventative maintenance recommendations and replacement items.
• Works directly with sales agents to support sales recommendations, provide competitive analysis of product and aids in client education of product usage.
• Assists Service Technicians as needed with parts identification and troubleshooting.
• Provides Monitor or Anesthesia Machine In-service and / or demo training to customers as needed.
• Assists with installation questions or difficulties that may need to be resolved.
• Assists with requested training or CE events as needed.
• Provides support tools and training to new Service Technicians as needed on monitoring and anesthesia.
• Attends Regional or National Sales meetings as requested.

Clerical Duties

• Issues Work Order (RMA) number for customer repairs at Patterson Veterinary NRC.
• Invoices Work Orders when repair has been completed at Patterson Veterinary NRC.
• Order entry as needed for internal and external sources.
• Issues credits as needed which includes adjusting inventory and the quarantine of vaporizers until credit is processed.
• Runs Outstanding Customer Returns report from vaporizer database and call customer / track vaporizer returns to ensure they are received in a timely manner.
• Warranty Order entry for Banfield Hospitals as needed.

New Product Development

Researches and reviews new product or competitive product information and updates matrices as needed.

Critical Competencies

Ethics & Integrity : Acts consistently and makes decisions in the organization’s best interest.

Customer Focus : Makes customers and their needs the primary focus of one’s actions.

Drive for Results : Demonstrates drive, determination, and ownership to achieve both results and success.

Technical Expertise : Demonstrates and maintains technical and professional skill or knowledge in position-related areas.

Problem Solving : Uses logic and analytical methods to identify solutions resulting in effective problem resolution.

Self-Management : Manages time and resources and balances competing demands to ensure work is completed.

Collaboration : Works effectively with others to achieve a common goal.

Working Conditions

Physical Demand :

Lifting or carrying, light physical activity, up to 25 pounds

Environment Factors :

• Operating a computer for up to 8 hours / per day.
• Position involves frequent communication with (customers, inside staff, etc.) and requires ability to understand and effectively exchange accurate information.

Travel and On-Call

• This position requires minimal travel (10%) in a national area.
• For this position being on-call is not required.

Job Qualifications

Minimum Qualifications :

• High School Graduate or Equivalent required.
• Outstanding problem-solving skills.
• Outstanding troubleshooting skills.
• Courteous and professional phone manner.
• Ability to multi-task in a fast-paced environment.
• Ability to work and contribute to a team environment.
• Excellent communication skills, both oral and written.
• Strong user knowledge of MS Office Suite.
• Prior experience in the area of anesthesia and monitoring.
• Occasional travel as needed.
• Strong organizational skills and focused on being dependable, reliable and punctual.

Preferred Qualifications :

• Associates Degree in Applied Science or Bachelor Degree.
• Prior customer service or technical support experience.

Last updated : 2024-05-22