Technical Service Administrator I

The Technical Service Administrator I provides administrative and systems technical support to the Customer Support and Service teams. This individual will play an instrumental role in the coordination and execution of critical Customer Support efforts and provide follow-up on cases and transactions that may require additional technical intervention and/or communication with internal and external customers. This individual will use advanced problem-solving skills, software tools, techniques, and procedures to assist, identify, understand, and ensure daily processes run smoothly and resolve complex technical problems in a highly collaborative, cross-functioning teamwork environment.

Primary Duties & Responsibilities:

• Perform database administrative duties related to Customer Support's ACIST Medical Systems' business systems applications (ERP and CRM), including SAP and Salesforce.com.

• Assist in the periodic maintenance of data integrity records, ensuring information is aligned across all Customer Support applications; including customer master records, equipment records, installation updates, sales orders, shipping documents, service & repair SAP objects for transaction, financial and invoicing transactions, retrieval of quality records; case entry for customer complaints, field service repairs and in-house repair orders.

• Complete Technical Service intervention of individual requests from the team, including data entry corrections, directly pushing updates and corrections to the ERP or CRM systems.

• Assist in the investigation of any misalignments across the CS business systems, applying root cause analysis tools and methods to recommend permanent solutions.

• Identify and disposition equipment returned to ACIST without information, missing critical information, or missing transactions. Communicate with internal/external upstream and downstream cross-functional partners to investigate the unit. Create any required cases for in-house repair or non-complaint service repairs. Perform any corrective transactions within the systems to facilitate disposition and drive the unit to final resolution.

• Assist, as needed, in identifying complaint cases which need good faith efforts performed and helping with the communication to the field and/or customers if required by teammates. Coordinate with Compliance/Post Market Surveillance to align service case/service order closure with complaint closure; identify gaps and corrective measures from a Customer Support perspective to improve closure rate; report to Service and QA Management to implement resulting plans within the cross-functional team.

• Perform and monitor conversions of ACIST Service Loaner and ACIST Demo equipment in accordance with SOP. Maintain data integrity of the equipment pool using systems reports.

• Manage administrative projects to support the achievement of departmental objectives and compliance, including resolving overdue repair orders, service inventory reconciliation projects, open cases reports.

• Assist, as needed in change management process for Customer Support Work Instructions, SOPs, and any other documentation for the Customer Support team.

• Any additional required tasks as assigned.

As part of the Customer Support department, this role may perform any of the below tasks as needed to support team members within the department:

• Enter field service dispatches for equipment installations, software upgrades or preventive maintenance.

• Utilize the ERP for product sales tracking.

• Monitor loaners to ensure prompt return.

• Retrieve service records via hard copy records/files and electronic database records.

• Support service and field activities and projects, as needed.

Qualifications (Knowledge, Skills & Abilities):

Minimum

• High school diploma

• 2+ years in a high-volume administrative support role

• Proficient knowledge of Microsoft Office Suite; strong Excel skills

• Strong customer service, interpersonal, and communication skills (written & verbal)

• Ability to utilize typical office, database/ERP applications and CRM applications

• Ability to follow prescribed procedures in a highly regulated environment

• Strong organizational, documentation and precise record-keeping skills

Preferred:

• Associate's degree or above

• 2-4 years of experience with enterprise resource planning software (SAP) and/or customer relations case management system (Salesforce)

• Medical device experience; ISO 13485; compliance with Standard Operating Procedures and Work Instructions

• Experience with customer service operations, including, but not limited to order processing and fulfilment and logistics

Other:

• Mental demands - work is detail-oriented, often with multiple priorities. The environment is urgent and deadline sensitive. Occasional high-pressure situations. Focus is on immediate customer care and satisfaction.