What are the responsibilities and job description for the Senior Technical Product Support Representative position at Integra LifeSciences?
Changing lives. Building Careers.
Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, our colleagues are challenging what's possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care.
The Senior Technical Product Support Representative (TPSR) is responsible for all aspects of the service and repair request cycle for TruDi & Bien-Air ENT surgical equipment, including opening and triaging repair requests, repair order management, and spare parts order & inventory management in collaboration with Integra Israel, 3rd Party warehouse & logistics partner Quest, and other vendor partners. In addition, this individual will receive, process, escalate service complaints in collaboration with the Complaints and Quality teams to ensure proper handling and reporting of complaints. The TPSR will also manage spare parts inventory at Quest to ensure adequate inventory levels are available, and place replenishment orders as needed, including ensuring spare parts requiring rework are sent to and returned from Israel contract manufacturer. This person will work with product marketing, field sales, sales operations, equipment and logistics, and complaints team to ensure customer requested are received, processed, and invoiced, loaner equipment is provided, as needed, and returned upon repair completion. The TSR Representative is the main point of customer contact and is key to driving customer retention and satisfaction.
Receive, triage, and process service requests
Coordinate the dispatch of service request to Field Service Technicians and spare parts replacements
Partner with the Complaint Handling Unit (CHU) to ensure proper call management and logging of complaints.
Work closely with Quest and Supply chain to ensure spare parts inventory is adequately maintained
Coordinate the shipping / receiving of spare parts for repairs, invoicing and closure of service requests
Manage customer requests through the entire cycle from intake, request creation, shipping, and invoicing
Provide product pricing, availability, and lead time information to customers.
Create and submit requests for customer accounts updates and keep existing customer records up to date.
Work with Shipping departments to ensure accuracy and on-time delivery of customer orders.
Problem solves customer order issues, track and expedite orders.
Manage communication with Sales and other departments to proactively respond to customer requests
Answer customer questions or direct customer inquiries to appropriate business groups for response
Constantly seek ways to improve the Customer Support processes
Willingness to work in a team environment.
Qualifications :
The requirements listed below are representative of the knowledge, skill and / or ability required for his position. Education :
Two (2) - Four (4) year degree in business, healthcare, or related field experience.
3-5 years customer service experience, preferably with a medical device company.
Problem solver with ability to work across the organization to investigate and resolve customer issues.
Demonstrated computer skills in Microsoft Office products and Oracle CRM or related CRM applications.
Excellent communication skills and time management skills Experience working with Field Service organizations A PLUS
Integra LifeSciences is an equal opportunity employer, and is committed to providing equal employment opportunities to all qualified applicants and employees regardless of race, marital status, color, religion, sex, age, national origin, sexual orientation, physical or mental disability, or protected veteran status.
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