What are the responsibilities and job description for the CUSTOMER SUPPORT COORDINATOR position at FULL VISION INC?
POSITION TITLE: Customer Support Coordinator
REPORTS TO: Trackmaster Production & Service Supervisor
Job Function: Provide technical support to the medical treadmill OEM’s and their customer base. This will involve both phone/email support and field training for the OEM’s sales support and service staffs.
EXPECTATIONS/RESPONSIBILITIES: Regular attendance and starting on time are essential. Responsible for the quality of his/her own work and to not accept poor quality workmanship from others. Expected to perform at acceptable quality and performance levels and strive for continuous improvement as described in Full Vision's Quality Policy.
Primary Responsibilities and Duties:
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Phone/Email Support |
Receive, facilitate and resolve incoming service-related phone calls and emails from OEM, Distributors and end users |
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Service Documentation |
Perform internal service administration paperwork and records, maintaining daily service call reports and customer complaint logs, in support of 13485 Compliance guidelines |
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Coordinate Field Service |
Coordinate field service functions with OEM or Distributor field service engineers |
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Field Service Duties |
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Coordination |
Responsible for the complete processing of all customer service parts orders, including order work order generation & processing, sales order entry, packaging & shipment of parts, and properly maintaining all part shipment data in the Customer On-Line Portal.
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Parts Support |
Provide parts support to OEM’s, Distributors and End Users, including order work order generation & processing, sales order entry, testing, packaging & shipment of parts. |
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Warranty |
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Service Bulletins |
Oversee the development and distribution of all product service bulletins. |
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Trackmaster Decal Support |
Creation of production decals for Trackmaster treadmill/Full Vision Fabrication production. |
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Sales Support |
Provide back up to Inside Sales Administrator in areas of phone support and sales order entry. |
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Other duties |
As assigned by supervisor |
Experience, Education, Skills & Knowledge
- Strong mechanical aptitude and experience required
- Strong, practical experience with electrical systems and circuitry required
- Strong troubleshooting skills
- Excellent communication skills
- Strong organizational skills
- Must demonstrate a high attention to detail
- Personal integrity and dependability
- Experience with Microsoft Office products (Outlook/email, Word, Excel, etc.)
- Knowledge of graphics software (Adobe Illustrator, CorelDRAW®, SignLab, etc.)
- Relevant technical education preferred
- Education: College (Associate or Bachelors) or High School
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Salary : $19 - $24