Integra LifeSciences

  • Technical Service Representative

    Vacancy ID
    2018-28041
    Location
    CA-ON-Oakville
    Position Type
    Regular Full-Time
    Category
    Customer Service/Support
  • Overview

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    Responsibilities

    Assists and serves the customers in the product return and repair process from the authorization of the return to the replacement or return of the product to the customer by performing the following duties.

    • Receives returned customer repairs and enters data into the computer system to update all pertinent information
    • Evaluates and classifies items returned for credit, repairs and complaints
    • Returns inspected items to quality for processing to the warehouse
    • Ensures product complaints are processed correctly and efficiently including the processing of complaints to Regulatory, back to the customer or issuing credit or replacement.
    • Coordination and processing of all loaner products to sales reps and/or customers while products are being repaired
    • Receives customer phone calls, issues Return Good Authorization (RGA) numbers for return of merchandise, informs customers of repair costs and secures customer repair authorization order numbers, credit card number and/or other billing information
    • Processes and enters the receipt transactions into the computer system for return goods.
    • Performs simple diagnostics checks to determine problems and, if detected, routes the part to the appropriate facility in the USA for repair and or to our local Canadian Repair/Service Technician
    • Pulls replacement parts if required, packs and ships the repaired or replacement goods to the customer; updates the computer system with all pertinent information and coordinates with the Customer Service Representatives to create customer invoices.
    • Completes invoicing of service calls and PM’s
    • Assists in managing the inventory and ordering of repair items
    • Observes company policies and safety procedures at all times.
    • Performs all responsibilities while upholding Integra Values
    • All other related duties required my Operations Manager.

    Qualifications

    • Education: University or College Degree
    • >2 years related experience with medical device service and repair responsibilities
    • Strong working knowledge of Microsoft Word, Excel, Oracle R12 and Internet skills

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