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Technical Support Case Manager

Company: Hill-Rom
Location: Cary
Posted on: April 4, 2021

Job Description:

DescriptionThis role is office-based out of the formerly Welch Allyn branded products facility located in beautiful upstate New York in a bedroom community outside of Syracuse, Skaneateles Falls. Due to Covid the Technical Support teams are working virtually from their homes. Once Hillrom deems working at the office is safe and allowed, s/he is expected to work on site.Primary point of contact for Field Service team members performing repair of Cardiology equipment in the field. Management of all field service activity to include, Service Notifications, Dispatches, Escalations, Complaints, Orders and customer interactions.Position Responsibilities:

  • Primary focus on Field Service Dispatches to include:
  • Timely processing and monitoring to completion of Field Service Dispatches.
  • Supporting Field Service team members in coordination of internal resources as needed for customer dispatches.
  • Supporting the Field Service team members in parts ordering and data entry.
  • Providing basic technical assistance to Field Service team members with troubleshooting activities remotely.
  • Prepares for customer inquiries by studying products, services, and customer service processes.
  • Accurately and professionally documents all customer inquiries and responses.
  • Provides prompt and accurate feedback of issue status to customers and team members.
  • Proactively collaborate in a team environment with pears to assist in resolving customer issues
  • Create complaint records based on customer feedback
  • Handle customer and field calls/follow-ups for resolution of assigned issues
  • Elevate customer issues to senior staff as needed
  • All other data entry, administrative and documentation tasks as assigned
  • Take ownership of customer and partner issues through resolution and provide technical support to our customers and partners via phone, email and other support channels as required.
  • Effectively and professionally communicate issues to a broad range of customers, partners and departments within the organization.
  • Provide prompt and accurate feedback of issue status to customers and partners.
  • Proactively collaborate in a team environment with peers to assist in resolving customer and partner issues.Qualifications
    • An Associates degree in computer science, computer information systems, project management or equivalent work/school experience is preferred.
    • 2 years previous experience with direct customer contact is required as this is a direct customer interface position.
    • Excellent oral and written communication skills will be required as this position will involve direct communications with customers.
    • This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues.
    • The ability to multi-task and manage changing priorities throughout the day will be required.
    • Good listening skills and the capability to remain calm and helpful when working with customers is essential.
    • Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.
    • Must demonstrate the ability to increase knowledge.
    • Must be a team-player, possess outstanding customer service skills and be self-motivated.
    • Possess the ability to manage time and prioritize critical priorities.Job: Technical ServicePrimary Location: United States-New York-Skaneateles FallsOther Locations: United States-North Carolina-CarySchedule Full-timeTravel NoPosting Entity Welch AllynReq ID: 20124871

Keywords: Hill-Rom, Cary , Technical Support Case Manager, Executive , Cary, North Carolina

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