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Help Desk CSR

  • Location: Brooklyn Park, Hennepin, Minnesota
  • Salary: 21.0-24.0$ per hour
  • Job Type:Contract

Posted 17 days ago

  • Sector: Information Technology
  • Contact: James Tompkins
  • Contact Email:
  • Contact Phone: 7322386050
  • Start Date: 05/03/2021
  • Job Ref: 21-06940
Help Desk CSR

830 AM500 PM

Job Description
To ensure the highest quality of customer service the Service Consultant contacts the customer to obtain repair approvals on their instruments by providing estimated repair costs and technical details regarding required repairs or alternative options
To best serve our customers the Service Consultant must maintain sufficient technical knowledge of current and newly introduced products and associated repairs
The Service Consultant works directly with the customer to review and discuss the recommended repair including technical details alternative options and opportunities to prevent repairs in the future
The Service Consultant has a high level of interaction with customers as well as with employees of OMES OAI and OSIA and requires that all responsibilities be carried out with a necessary sense of urgency in order to meet our quality cost and delivery goals
The Service Consultant also works proactively with the customer and sales organization to maximize the customer39s investment in Olympus equipment

Job Duties
Prioritize and manage work to consistently meet exceed production and customer satisfaction metrics
Ensure that turnaround time requirements are met
Manage the daily Work in Progress WIP using Datasweep and Business Objects reports to ensure the timely delivery of repaired endoscopes electronic units and identify and resolve service orders that are delayed in process
Assist with investigating user requests for service
Ensure that the user request for each service order is thoroughly addressed
Review all supporting documents that accompany each scope electronic unit during the repair process
Make outbound calls to the customer if more information about their request is required or direct that task to a technician applicable outside the NSC if necessary
Review the service order and consult with other service consultants lead or senior technicians supervisors regional service or production managers to ensure their ability to discuss the repairs should the customer have questions or concerns
Perform a thorough technical review and analysis of the scope and the quality inspection results QIR
Review the instrument history to identify all of the scope s conditions and factors including age prior repairs possible warranty disposition or possible trade in opportunity
Consult with appropriate technical staff to gain additional technical information about prior or proposed repairs as necessary
Use a consultative approach with the customer when discussing their account profile scope population volume of procedures repair history reprocessing methods QIR findings photographs and recommended repairs
Work with customers to obtain and process repair approvals
Provide repair costs and other technical information to support the approval process
Clearly and succinctly describe the repair recommendations and options
Provide detailed notes to include all conversations and action taken with customers and or other Service Centers
In conjunction with technical staff Quality Assurance and Regulatory Affairs coordinate investigations to ensure timely analysis coding and repair of scopes
Ensure that all Complaints are moved to Regulatory Affairs for further investigation and complete follow up to ensure timely analysis and communication with the customer Update the service order and notify the appropriate personnel to launch the repair after receiving approval
Act in accordance with the customer s request including the return of an instrument that is not repaired if necessary
Ensure that all Discrepant Material Notices DMNs are processed properly
Coordinate with NSC on DMNs issued for repairs as applicable and involved management if required
Support required processes for the Discrepant Materials Notices DMNs and Quality System
Communicate with Olympus service personnel in a thorough and professional manner to complete investigation and resolution
Support other Service Centers with their inquiries and investigations as necessary
Investigate and resolve invalids scopes with instrument histories that have incorrect model serial numbers and instrument ownership
Communicate with appropriate Olympus personnel and customers to verify system is updated with correct information
Investigate and process approved credits and rebills
Identify appropriate trade in opportunities and communicate with the Sales Rep according to policy
Provide back up to other Olympus facilities as part of Disaster Recovery
Provide overflow support to other locations as necessary

Minimum two year degree or equivalent experience in technical electronic field is preferred
Minimum of one year experience in an Associate Service Consultant capacity
Minimum of three years39 experience in customer technical service or related field preferred
Demonstrated proficiency in understanding and effectively speaking to the technical aspects of the endoscope electronics equipment as acquired through hands on training Ability to use computers and corporate business software
Ability to learn additional applications as required to support the business
Strong organization prioritization and investigation skills
Ability to multi task in a challenging environment
Able to exercise proper judgment and conduct one self and work in a positive professional and cooperative manner
Must be selfmotivated and committed to providing excellent customer service both as part of a team and individually
Must demonstrated excellent written and verbal communication skills for listening understanding problem solving and taking appropriate action