POSITION TITLE: Senior Specialist, Technical Services
PAY STATUS: Non-Exempt
DEPARTMENT: Business Services
POSITION RELATIONSHIPS:
Supervised By: Manager, Tech Svc Solution & Prog
Supervises: N/A
ESSENTIAL FUNCTIONS:
- Prepares and delivers clear performance expectations to the field technicians for all jobs
- Ensures a consistent level of coaching, which includes periodic one-on-one discussions, operational and financial reviews
- Handle escalated customer issues and provide efficient, suitable and professional resolution
- Spot-check individual service technician's work, inspect accounts under contract and provide written evaluation of work performed: evaluation performed on a regularly scheduled basis
- Identify technicians in the data base, when available, to service new orders
- Recruit new technicians to fill gaps and provide better service to our customer base
- Provide technical guidance to customers and technicians or facilitate contact with appropriate resources as might be required.
- Assist Technicians with identification and procurement of required repair parts.
- Assist with pricing and developing quotes.
- Track and follow up on leads brought in by field personnel.
- Perform key support functions including requests for quotation development, general supplier mailers and follow-up with buyers and suppliers.
- Responsible for inventory, updating of supplier parts pricing, profiles, and purchase order entry.
- Conduct audits and reviews of technician’s inventory and conduct a physical inventory annually.
- Process warranty returns with vendors and obtain material return authorizations for credits.
- Follow up on internal or supplier inquiries as necessary and negotiate pricing discounts and payment terms.
- Perform RMA spreadsheets and correspond via e-mail with various OEMs.
- Prepare and maintain monthly purchasing reports and graphs.
- Establish asset management and utilization procedures and reporting for Services.
- Establish controls for equipment management and reporting for asset utilization for Services.
- Establish controls and work flows in regards to maintaining capital equipment in the field and field returns for routine maintenance and service with the OEM.
- Complete all required training applicable to assigned position.
- Exhibit positivity, flexibility, creativity, and a willingness to take on additional responsibilities as requested or required.
QUALIFICATIONS:
- Associates Degree in General Business or related field preferred.
- 5 years of experience gaining technical knowledge of durable medical equipment.
- Strong analytical, and organizational skills required.
- Proficient in word processing, spreadsheet or billing software packages (Brightree preferred).
- Proficient with Oracle Order Management and Bonafide software packages (Oracle preferred).
- Ability to develop detailed reporting to support capital purchases and manage Rental Assets.
- Ability to manage and control inventory in accordance with AOP plan.
- Ability to travel up to 25% of the time.
- Ability to maintain professionalism and composure in all situations regarding service to customers.
- Ability to assist in developing and executing organizational goals to meet AOP commitments.
An Equal Opportunity/Affirmative Action Employer –M/F/Disabled/Vet
Required Skills
Required Experience