Medical Equipment / Devices
Sales / Marketing – Customer Service
Location: Atlanta, GA or Brooklyn, NY
Ideal Candidate:
2+ to 5 years of experience
Management Experience Required – Yes
Minimum Education – Bachelor’s Degree
Must be a high-energy, articulate and independent individual who is comfortable and confident serving as an educator and technical/clinical support person within a hospital/operating room environment
The training period for this position may require a travel for 4 weeks of training in Israel
The Service manager is responsible for the technical service and support as well as preventive maintenance procedures for its products and customers. The Service manager works as a team member and responsible to the creation and management of service culture, service procedures and routines and measurement of the company products performance.
Typical work activities:
The main role of a customer service manager is to ensure customer satisfaction from the performance of the company products, to minimize device performance failures and to ensure implementation of service culture within the organization
The work may include within others:
- Providing help and advice to customers using products or services;
- Being the technological champion who coach and offer real time support to the CSR team in cases where technological support is needed.
- Investigating and solving customers’ problems.
- Keeping accurate records of discussions or correspondence with customers;
- Analyzing statistics or other data to determine the level of customer service the Company is providing;
- producing written information for customers
- Writing reports analyzing the customer service that the Company provides;
- Visiting customers to provide a one-to-one service;
- Developing feedback or complaints procedures for customers to use;
- Developing customer service procedures, policies and standards;
- Training staff to deliver a high standard of customer service;
- Leading a team of customer service staff;
Skills/Qualifications:
- Bachelor’s degree (or equivalent) in Bio-Engineering or any engineering or technology field; Graduate degree preferred
- Minimum of two years in customer service position.
- Trouble shooting, technical skills, creativity and high discipline.
- Excellent written and verbal communication skills and the ability to work successfully with all levels of the company
- Professional appearance and demeanor
- Able to travel extensively within territory and occasionally beyond
- Must be comfortable and experienced in surgical procedures
- Preferred to have experience with orthopedic anatomy, surgical protocol and appropriate vocabulary
- Must be computer literate
- Must be able to build strong relationship with surgical staff and hospitals within territory
