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Customer Service Associate

Job Description

Position: Customer Service Associate
Location: Deerfield IL 60015 or Largo FL 33773
Duration: 09 to 12 Months


Job Summary:

The operations analyst (Regional Recall coordinator) will be responsible for facilitating the correction of medical devices for multiple recall projects. This position is customer facing. Specific duties are outlined below


Responsibilities:

 Contact customer and notify customer of recall and go over detailed plan on remediation of affected pumps.

 This includes verifying number of total pumps as well as number of affected pumps at facility.

 Coordinate project logistics with multi-disciplinary teams including Nursing, Biomed, and other key stakeholders

 Provide ongoing project communications between Sales, Field Project Manager & customer

 Supply customer with detail plan of recall along with replacement agreement form and loaner agreement to include but not limited to working with customer on designing a realistic timeline to replace affected pumps.

 Assist customer with any questions regarding loaner or replacement agreement form and or timelines for the correction of affected pumps.

 Assist and local sales team and/or customer through the process

 Customize template project management deliverables (scope documents, milestone status reports, actions/issues lists, etc.) to specific customer needs

 Manage customer expectations for scope, time, cost, quality and customer satisfaction

 Submit documentation to recall team and insure FA owner receives the necessary information from the account.

 Work with Recall Project Manager and customer on shipping/Service Team timelines for field and service center corrections to the pumps including but not limited to any ground support that will be needed from the customer to assist with the remediation of pumps. This also may include working with customer on technique for downloading drug library.

 Ensure all resource requirements are met, including, but not limited to loaner pump delivery, accessory delivery, MDL requirements, vendor credentialing, etc. to ensure safe and effective software update.

 Work with Recall Project Manager to schedule appropriate resources and timeline required at each facility with recall pumps in defined territory.

 Work with customer to ensure that the proper pumps get returned to Service Centers including correct number of pumps along with correct serial numbers.

 Follow up with customer on any remaining recall pumps that were unable to be found during onsite update to insure that those devices are sent in to  depot for repair and returned to customer.

 Follow up with customer on any remaining loaner pumps that were unable to be found to insure that those devices are sent back

 Any other activity that is directly or indirectly related to the recall including but not limited to reviewing the field plan to check for accuracies and notify Sigma internal staff of any discrepancies that are found.

 May provide back up support for department assistant.


Job Requirements


Education:

 Must have strong oral, written, and interpersonal communication skills.

 Able to interface at all levels of customer and organization.

 Strong project leadership skills with ability to manage multiple projects establish processes and handle competing interests.

 Understanding of clinical environment, and technical staff (BioMed, and IT) in hospital and clinic settings preferred.

 Must understand and identify issue and be able to escalate as appropriate Demonstrated analytical, problem solving skills.

 Must have intermediate IT skills e.g. MS Office (Word, Excel, SharePoint)

 Bachelor’s degree or equivalent required

 Able to Sit and/or stand for extended periods of time.

Job Snapshot

Location US-IL-Deerfield
Employment Type Contract - Corp-to-Corp
Pay Type Hour
Pay Rate $18.00 - $22.00 /Hour
Store Type Health Care
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Company Overview

Spectraforce

Spectraforce is a leading global services firm that provides a portfolio of consulting, staffing and outsourcing services and solutions to a broad range of clients and industries worldwide. We are headquartered in Raleigh, NC, USA and have offshore global delivery centers in Pune, Chandigarh and Hyderabad, India. Learn More

Contact Information

US-IL-Deerfield
Shruti Sharma
919-230-9952 ext 4069
Icon-social-facebookIcon-social-linkedinIcon-social-twitter
Snapshot
Spectraforce
Company:
US-IL-Deerfield
Location:
Contract - Corp-to-Corp
Employment Type:
Hour
Pay Type:
$18.00 - $22.00 /Hour
Pay Rate:
Health Care
Store Type:

Job Description

Position: Customer Service Associate
Location: Deerfield IL 60015 or Largo FL 33773
Duration: 09 to 12 Months


Job Summary:

The operations analyst (Regional Recall coordinator) will be responsible for facilitating the correction of medical devices for multiple recall projects. This position is customer facing. Specific duties are outlined below


Responsibilities:

 Contact customer and notify customer of recall and go over detailed plan on remediation of affected pumps.

 This includes verifying number of total pumps as well as number of affected pumps at facility.

 Coordinate project logistics with multi-disciplinary teams including Nursing, Biomed, and other key stakeholders

 Provide ongoing project communications between Sales, Field Project Manager & customer

 Supply customer with detail plan of recall along with replacement agreement form and loaner agreement to include but not limited to working with customer on designing a realistic timeline to replace affected pumps.

 Assist customer with any questions regarding loaner or replacement agreement form and or timelines for the correction of affected pumps.

 Assist and local sales team and/or customer through the process

 Customize template project management deliverables (scope documents, milestone status reports, actions/issues lists, etc.) to specific customer needs

 Manage customer expectations for scope, time, cost, quality and customer satisfaction

 Submit documentation to recall team and insure FA owner receives the necessary information from the account.

 Work with Recall Project Manager and customer on shipping/Service Team timelines for field and service center corrections to the pumps including but not limited to any ground support that will be needed from the customer to assist with the remediation of pumps. This also may include working with customer on technique for downloading drug library.

 Ensure all resource requirements are met, including, but not limited to loaner pump delivery, accessory delivery, MDL requirements, vendor credentialing, etc. to ensure safe and effective software update.

 Work with Recall Project Manager to schedule appropriate resources and timeline required at each facility with recall pumps in defined territory.

 Work with customer to ensure that the proper pumps get returned to Service Centers including correct number of pumps along with correct serial numbers.

 Follow up with customer on any remaining recall pumps that were unable to be found during onsite update to insure that those devices are sent in to  depot for repair and returned to customer.

 Follow up with customer on any remaining loaner pumps that were unable to be found to insure that those devices are sent back

 Any other activity that is directly or indirectly related to the recall including but not limited to reviewing the field plan to check for accuracies and notify Sigma internal staff of any discrepancies that are found.

 May provide back up support for department assistant.


Job Requirements


Education:

 Must have strong oral, written, and interpersonal communication skills.

 Able to interface at all levels of customer and organization.

 Strong project leadership skills with ability to manage multiple projects establish processes and handle competing interests.

 Understanding of clinical environment, and technical staff (BioMed, and IT) in hospital and clinic settings preferred.

 Must understand and identify issue and be able to escalate as appropriate Demonstrated analytical, problem solving skills.

 Must have intermediate IT skills e.g. MS Office (Word, Excel, SharePoint)

 Bachelor’s degree or equivalent required

 Able to Sit and/or stand for extended periods of time.

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