Service Support Representative

Description

Who we are: 

Block Imaging serves the healthcare community by providing multi-vendor imaging service, imaging parts, and refurbishing imaging equipment to customers around the globe. 

If you look at the desks and workstations of our team members across the globe, from California to Florida to France to Japan, you’ll likely see the phrase, “People Matter.” The mission that started in a small town in Michigan expands every day as our growing global team serves patients by extending the life of medical imaging equipment. You can see it in how we prioritize building up our team as well as our approach to compassionate customer service to the healthcare community.  

We know there is a future team member for this role who wants to share in our mission - could it be you?  

Are you the person who is going to fill this role? 

Responsible for supporting the service function of Block Imaging Parts and Service. Receive incoming service calls and input information so that repairs can be coordinated for our client’s service plans.     

You’d love to join our team because: 

· We provide ongoing professional development and instruction because growth is one of our core values. 

· We offer competitive benefits and perks. 

· We believe in the power of having fun and have a regular calendar of ways for team members can connect and build community. 

· The medical imaging industry is a stable and growing worldwide market. Pulling in over $40 billion in revenue in 2023, the medical imaging industry is anticipated to grow by 4.9% by 2030.  

· We are jointly owned by Siemens Healthineers® and CommonSpirit Health® while we continue to maintain our core values which were developed over the course of 26 years as a family-owned company.  

Requirements

Objectives:

• To support customers in up time of their equipment 
• To establish and maintain relationships with customers 
• To assure the accuracy of all the documentation  

Essential Functions:

• Receive and manage incoming service calls from clients 
• Develop creative solutions to resolve problems 
• Denying service when appropriate and offer other solutions when appropriate 
• Initiate follow up calls to ensure customer satisfaction 
• Pursue established goals for program profitability 
• Working respectfully, cooperatively, and professionally with others in the best interest of the company 
• Handling any other duties as assigned  

Role Competencies:

• Ability to set and meet goals, meet deadlines, and organize work to be completed in a timely manner 
• Desire to solve problems using initiative and critical thinking skills 
• Capable of building positive working relationships with team members, customers and vendors 
• Ability to be flexible and resolve situations with confidence and mature leadership 
• Solution-oriented professional who treats others with dignity and respect 
• Team player who will foster communication among teams and share success 
• Experience in delivering and demanding a high level of customer service 
• Experience in Microsoft Office in Excel, Word, and Outlook 

Cultural Fit:  Exhibit the Block Core Values of Honor, Together, Growth, and Integrity. Make choices that contribute to the development and reinforcement of the core values.

Qualifications:

Education: Associates degree or equivalent preferred 

Experience: Preferably 1-3 years’ experience in a customer service setting

Skills Requirements:

• Ability to persuasively sell products, services, and ideas
• Ability to be assertive and make decisions
• Proficient in Excel, Word, Outlook, keyboarding, and internet experience is preferred.
• Ability to organize and file both paper and electronic documents
• Interpersonal, negotiation, telephone, writing, and listening
• Analytical skills with the ability to evaluate need, identify options, and negotiate price
• Ability to work independently and make business related decisions
• Problem Solving
• Maintaining confidentiality
• Ability to maintain quality work under pressure situations and/or deadlines

Supervisory Responsibilities: This position requires only self-supervision.

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.

• Physical activity that requires keyboarding, sitting, phone work and filing.
• Physical activity that always requires extensive time working on a computer.
• Physical activity sometimes requires travel, and flexibility of schedule.
• Physical activity that sometimes requires standing, bending, stooping, reaching, climbing, kneeling and/or twisting through filing and lifting under 25 lbs.

The above information indicates the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.