Experience Inc. Jobs

Description:

This individual will help support the customers from an administrative aspect. They need to be comfortable and able to ask appropriate questions, discuss product concerns and understand where to get answers based on each situation. This individual will work with the customer, sales team, customer service team, technical support, and repair. They will need to be able to document, follow-up and follow-thru on requests and customer needs. This is a fast-paced position that requires organization, detail, and a positive attitude.

Requirements:

Essential Duties and Responsibilities

• Review Open Technical Support emails. Review these with the technical support team when answers are needed.
• Answer technical support questions, support customer service and customer concerns and questions. Find parts and part numbers for customers and customer service. Review drawings and manuals as required and needed.
• Request PCS's and/or able to enter PCS's, if required, make decisions on specific parts that are needed, verify warranty, dispatch third-party and make sure that customer is updated.
• Contact customers to discuss next steps for repairs, product part needs, determine warranty and non-warranty requests, assist with troubleshooting and placing part orders.
• Dispatch third-party service providers when on-site repairs are needed.
• Review Invoices from third-party service providers and forward them to AP.
• Review PCS entries and issue Action items for parts, or service direction.
• Administrative support for the Cot Care® program.
• Talk and explain to customers the Cot Care® program.
• Send registration materials for Cot Care® program.
• Acknowledge receipt of registration and send welcome packet.
• Follow-up 2 weeks prior to class with pre-class instruction and reminder.
• Schedule details for the class if on-site in Wilmington.
• Prepare the Certificates of Completion for the Trainer.
• Set up the Technicians with access to the ShareFile Portal.
• Follow-up with customers that are due for re-certification training.
• Follow-up with a survey following the class completion.
• Track Cot Care training results and support needs.
• Track part orders for customers and third-party providers.
• Dispatch third-party providers for preventative maintenance (PM), special program PM's or repairs for extended warranty.
• Communicate with customers on repair quotes. Document in the PCS.
• Work with and ask questions of other departments based on customer needs, and direction etc.... Quality, Production, Part availability, Shipping, Engineering, Customer Service, Technical Support etc...
• Assist with Service Module set up and Service Tracking
• Manage daily orders and shipment schedules.
• Document Daily open orders and % shipped or left open.
• Communicate with 3rd parties about open orders, shipments, and tracking.
• Analyze and track all 3rd party extended warranty and free PM schedules.
• Work with procurement on open and past due product needs.
• Document PCS issues and report to Quality as necessary.

Education and/or Experience

• Associate degree (A.A.) from two-year college or technical school; or six months to one-year related experience and/or training.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent attendance

Great organizational, written, and verbal communication skills

Effective trouble shooting techniques, analytical ability, and problem-solving skills.

Ability to effectiv