• Product/Technical Support Representative-Clincal Product

    Job Location(s) US-OR-Newberg
    Posted Date 2 months ago(11/2/2018 8:32 AM)
    Job ID
    2018-2111
    # of Openings
    1
    Shift
    Day M-F
    Category
    Customer Service
  • Overview

    This position serves as the primary point of contact for customer and sales force inquiries relative to product/technical support, order processing, order configuration, and promotional initiatives. Incumbents predominantly coordinate and perform the research, troubleshooting, escalation, and resolution of technical issues logged by customers/partners via phone and email.

    Responsibilities

    • Troubleshoots, analyzes, and remedies customer inquiries in an accurate and timely manner, routinely following up with customers as necessary to resolve issues and generate a positive customer/partner experience.
    • Logs/tracks all service or product-related defects reported in the field, collects all applicable information, and effectively communicates with necessary departments and/or individuals within the company to determine root causes and eliminate future defects.
    • Acts as a liaison between customers and various company departments, escalates critical technical issues to engineering, manufacturing, and/or management when necessary, and improves customer satisfaction through service provided.
    • Maintains a robust knowledge of company products falling within one of three general categories: Core Equipment, Clinical Products, or Dental Furniture.
    • Assists customers, territory managers, and dealers with order entry, product configuration, and order processing.
    • Provides assistance, training, and mentoring to customer service support workers and less experienced specialists to improve the capabilities of the department and to enhance the overall customer experience.
    • Participates in ongoing continuous improvement efforts to decrease defects, increase efficiencies, and eliminate waste.

    Qualifications

    • Generally requires approximately 2-3 years of experience in a product or customer support role with experience working in a technical capacity or must have the ability to quickly learn technical subject matter and equipment, notably mechanical, electrical, and pneumatic information.
    • Must possess strong analytical, technical, and problem solving skills to troubleshoot complex issues, and must be able to take independent initiative to improve knowledge and skills.
    • Must have excellent interpersonal skills with the ability to build strong relationships with both customers and teammates. Must also be able to communicate effectively, verbally and in writing, with the ability to understand and successfully convey technical information.
    • Must have strong ogranizational skills with the ability to appropriately prioritize work and effectively use systems to capture and retrieve information.
    • Ability to work independently as well as in a team environment, using all available resources to accomplish work and benefit the customer. Must also have strong PC knowledge and skills.

    Preferred Qualifications

    • Experience working with ERP systems.
    • A-dec product knowledge a plus.

    **Drug screen and background check required.**
    A-dec is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. In addition, A-dec will not discriminate against applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another. *VEVRAA Federal Contractor”

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