Overview
Technical Service Support Specialist Jobs in Arvada, Colorado, USA at LivaNova, PLC
Join us today andmake a differencein people’s lives!
Liva Nova is a global medical technology company built on nearly five decades of experience and a relentless commitment to improving the lives of patients around the world. Our advanced technologies and breakthrough treatments provide meaningful solutions for the benefit of patients, healthcare professionals, and healthcare systems. The company is listed on the NASDAQ stock exchange under the ticker symbol ” LIVN .”
Liva Nova is headquartered in London (UK) with a presence in over 100 countries and a team of more than 3,000 employees worldwide.
POSITION SUMMARY
:
Under limited supervision, performs a variety of functions in support of the Technical Service group. This skilled position is customer-facing, and issues faced may be complex in nature where considerable judgment, analysis and initiative are required in resolving problems and making recommendations. Serves as a liaison between the department and other internal and/or external contacts. Contributes to the development of the department proactively.
Requires considerable judgment, tact, discretion and initiative.
Essential Functions
:
Professionally handles high volume calls for the Technical Service Call Center, in a friendly, positive,solution-orientedmanner.
Has primary responsibility for ensuring that calls are answered within the tolerances described by our KPIs.
Resolve issues and answer product and service questions.
Manage escalation procedures as required.
Verifies service entitlement and contract validity.
Acts as an expert on the Service Management System for the department and others that rely on the system’s data and functions.
Accurately administer Field Service related functions such as reporting, dispatching, escalations, etc.
Route/dispatch incoming customer calls (both internal and external customers) to the appropriate destination.
Maintains data structures and integrity in the service database.
Identifies issues, provides solutions and executes action to ensure totalcustomer satisfaction.
Develops and maintains detailed knowledge of company products in order to effectively accept, process and respond to customer’s service requests.
Responsible to enter and maintain service orders in the Service Management System accurately and timely.
Supports coordination of Technical Training Classes.
Will perform order processing, inquires and transactions in the business system.
Audits service documents received from Field Service Reps.
Coordinates Field Service Department calendar, including work, on-call and vacation schedules; distributes to staff members, appropriate departments, and to the after-hours answering service.
Performs as a quality auditor for Service Depot activities.
Performs as a backup for the purchasing function of distributed equipment and various OEM suppliers.
Other duties as assigned.
Skills & Experience:
Knowledge required to perform at this level is generally acquired through 2-5 years of Customer Service or administrative experience with customer contact.
Demonstrates ability to deal effectively with complex issues.
Requires effective interpersonal skills and behaviors conducive to a service/team oriented environment.
Requires excellent oral and writtencommunication skills.
Requires broad understanding and proficiency in use of PCs, ERPs, and Microsoft Office Products including Word, Excel and Visio.
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Title: Technical Service Support Specialist
Company: LivaNova, PLC
Location: Arvada, Colorado, USA
Category: Administrative/Clerical, Customer Service/HelpDesk
