Technical Support Representative

Company Description

Position Summary

Be part of the team that helps maintain our medical equipment in hospitals, nursing homes, ambulatory surgery centers, and in the homes of those in need of assistive devices. Assist customers and our internal team, via various telephonic and electronic means with orders for replacement parts, mechanical issues, and a variety of customer needs. Reconcile adverse situations while maintaining positive customer relations and following approved customer support policies and procedures. To learn more about GF Health Products, Inc., visit our website at www.grahamfield.com

Job Description

General Accountabilities in this Role:

• Specific Technical Support
• Understand how all GF products function and how to assemble and disassemble the products.
• Troubleshoot common technical problems with products based on input from customer.
• Listen attentively to the details of the customer questions in an effort to provide all technical support electronically or telephonically and to avoid the necessity of in person service, where possible.
• Assist GF employees in the assembly of products via phone, e-mail, video, etc.).
• Determine whether a specific customer issue involves a product warranty and advise the customer accordingly.
• Elevate the customer’s questions to the relevant personnel, if unable to resolve the issue to the customer’s satisfaction.
• Dispatch Service Technicians to facilities, where appropriate, and review and approve invoices for work completed, ensuring full compliance with GF policies and procedures in the process.
• Work with Service Technicians in the field to supply the appropriate parts and technical information so the Technician can be prepared for most situations.
• Travel to customer’s location as may be requested from time to time
• Process and research customer orders and inquiries via telephone, fax, email, and/or EDI.
• Provide detailed and reliable product, pricing and availability information.
• Suggest alternative products when appropriate, up sell and cross sell as appropriate.
• Educate customers on products, services (website), parts and policies.
• Monitor calls waiting in queue and prioritize tasks in support of departmental call answering goals.
• Apprise Sales Representatives of pertinent issues involving their customers and sales leads.
• Reduce repeat customer contact by providing proactive customer service with prompt follow up/follow through when appropriate.
• Research customer concerns and complaints, then take appropriate action within the parameters of company guidelines to negotiate resolutions satisfactory to both customer and company. Submit appropriate Complaint forms to document actions.
• Immediately refer all product injury claims/allegations to Risk Management and Regulatory Affairs.
• Document customer interaction in appropriate places to facilitate resolution of possible internal or external queries about an order or an item entered thereon.
• Other
• Maintain and archive all related paperwork per record retention policies.
• Project professional, courteous and sincere image.
• Assist management with special projects and perform other duties and tasks as required to support team and Company goals.
  
  
Qualifications

Summary Job Requirements


• Must be mechanically inclined
• Ability to lift and move from 10 to 15 pounds
• Ability to kneel, bend, reach, etc… in order to review mechanical problems
• Excellent interpersonal/communication/problem solving skills (both verbal and written).
• Computer proficiency in all MS Office software
• Strong independent work ethic and ability to multi task
• Related experience is helpful, but not mandatory
• Limited travel may be necessary from time to time.
  
  
Additional Information

The Rewards:


• Fantastic, casual working environment
• Combination on-site and remote work experience
• On premises gym
• Friendly
• Comprehensive benefit package
• 401(k) with company match
• Competitive health, dental and vision insurance plans
• Paid Vacation, Holidays and Personal Days
• Paid Life Insurance, Employee Assistance Program and Short-Term Disability
  
  
All qualified applicants will receive consideration for employment without regard to race, color, gender identity or expression, age, religion, height, weight, AIDS/HIV status, intellectual disability, mental disability, physical disability, including but not limited to blindness, unless it is shown that such disability prevents performance of the work involved, medical condition, handicap, national origin, ancestry, sexual orientation, marital status, domestic partnership status, parental status, military status, veteran or military discharge status, political beliefs, organizational affiliations, source of income or housing status or any other status protected by applicable law. GF Health Products, Inc. is a drug free workplace.