Integra LifeSciences

Technical Services Assistant

Vacancy ID
2018-25570
AU-VI-Clayton
Position Type
Regular Full-Time
Category
Repair and Service

Overview

Integra LifeSciences, a world leader in medical technology, is dedicated to limiting uncertainty for surgeons, so they can concentrate on providing the best patient care. Integra offers innovative solutions in orthopedic extremity surgery, neurosurgery, spine surgery, and reconstructive and general surgery.

Integra's orthopedic products include devices and implants for spine, foot and ankle, hand and wrist, shoulder and elbow, tendon and peripheral nerve protection and repair, tissue reconstruction and wound repair. Integra is a leader in neurosurgery, offering a broad portfolio of implants, devices, instruments and systems used in neurosurgery, neuromonitoring, neurotrauma, and related critical care. In the United States, Integra is a leading provider of surgical instruments to hospitals, surgery centers and alternate care sites, including physician and dental offices.

Founded in 1989 Integra is headquartered in Plainsboro, New Jersey and has over 4000 employees worldwide. Integra's common stock is listed on The NASDAQ Stock Market under the symbol "IART."

Responsibilities

The Technical Services Assistant provides timely, accurate and effective assistance to support the delivery of Technical Services and related Customer Services with regards to the management of products being returned from customers.

 

Customer Service for TSC

  • Provide customer service and sales support i.e. telephone and email.
  • Generate RGA’s for the return of product for Service and Repair.
  • Create Service job in ERP system.
  • Complete job quote estimates in ERP and send to customer.
  • Request and enter Purchase Orders received from customers.
  • Complete transactions in ERP.

Return Goods Processing

  • Transact all received Returned Goods within required timeframes whilst ensuring all documentation is complete and the database is updated.
  • Process all returned goods that may been exposed to biohazards in the Cleaning Room to ensure all products are safe to be handled.

Facilitate the Loan Equipment process

  • Ensure the process for loan equipment accurately tracks loan equipment status.
  • Run reports to actively request the return of loan equipment from customers.
  • Liaise with the Service Centre team to prioritise the quality control check of loan equipment on receipt.

General Duties and Responsibilities

  • Perform other duties as requested including but not limited to assisting with Service functions.
  • Ensure collaborative relationships with Integra team members and external stakeholders.
  • Ensure all documentation is up to date, quality system compliant and in order.
  • Comply with all company quality standards, procedures, and workplace health and safety requirements.

Qualifications

  • Minimum 3 years’ experience in a medical device company or in a hospital is essential, in areas such as Repair and Service processing, customer order processing and/or logistical transactions.
  • High attention to detail and compliance with health and safety requirements
  • Proficient computer literacy (Word, Excel, Outlook).
  • Proficiency with ERP systems (e.g. Oracle or SAP desired)
  • An understanding of decontamination and sterility processes is an advantage
  • High level of experience with working autonomously and within a very small team environment.
  • Demonstrated ability to maintain an excellent level of reporting, documentation and organisation.•    Accountability: Accept personal responsibility for the quality and timeliness of work. Can be relied upon to achieve excellent results with little supervision.
  • Interpersonal Skills: Works well with others. Demonstrates effective communication skills and team work ability in problem solving with internal and external customers. 
  • Problem Solving: Consistently uses good judgment and has the ability to address a variety of problem areas and reach solutions through consensus building.
  • Organisational Skills: Fully understands how this position interrelates with others. Understands impact of decisions on internal and external customers. Ability to manage multiple priorities successfully Ability to initiate positive, effective changes within the information process based on a strong understanding of the process, the business and its customers.
  • Must be able to learn quickly, to adapt quickly and not be resistant to change. Demonstrates ability to balance personal needs with those of the internal and external customer. Pleasant and courteous phone manner.

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