Customer Service III - The Fountain Group

Pay: $24-23



Location: Pleasanton, CA - Onsite
Contract: 6 months

1. Job Title: Customer Service III / Service Coordinator
2. Length of the assignment: 6 Months
3. What hours and days will this person be working: Working in office M/W/TH, WFH on T/F. 7:30 am - 4:30 pm
4. Does this position offer the ability to work remotely on a regular basis or is it an on-site role: Works remotely 2 days a week Tues/Fri
5. What are the top 5 skills/requirements this person is required have?
a. Required Skill 1: Proficient in use of SAP and Salesforce.com (Or similar CRM/ERP system) b. Required Skill 2: Quick learner with ability to Multitask/able to juggle priorities, Detailed, Organized, work from email Q, experience with product return/replacement.
c. Required Skill 3: Highly detailed oriented and organized with ability to multi-task d. Required Skill 4: Must be able to work in a team-oriented atmosphere with technicians, QA personnel, and engineers, receiving dept., completing tasks, and communicating effectively, both orally and in writing.
e. Required Skill 5: Ability to effectively present information and respond to questions from management, clients, and customers.
6. What years of experience, education or certification are required? 1 plus years of experience in Service or Product Support
7. What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification? Provided in other questions.
8. What is the environment that this person will be working in (i.e. group setting vs individual role)? With team of 5/6, working from an email Q, data entry into SAP and Sales Force.
9. Is any testing required for this role? No
10. Other notable details about the environment from the hiring manager about this role
11. What positions/background experience do you feel are successful in this role. Worked with Service, dispatch of field personnel, can deal with change at he spur of the moment & motivated work and team player.
Job Summary
The Service Coordinator II is responsible for coordinating service-based shipping logistics as well as scheduling onsite field service activities. The Service Coordinator II works closely with cross functional teams including product/technical support, in house service depot, field service teams (in house and 3rd party) and the warehouse and logistics supply teams to ensure our customers are up and running as soon as possible after experiencing technical problems with their Allergan aesthetic medical device. The Service Coordinator II will also interact with customers to assist in scheduling service visits, module and system deliveries/swaps.
Responsibilities
1. Own product complaints as transferred from Product Support 2. Collaborate with Product Support as it relates to onsite hardware repair/replacement 3. Coordinate and dispatch Business Field Service Engineers and 3rd party service companies to ensure successful field repairs and accurate return of defective material within 30 days of failure 4. Handle all non-warranty related repair logistics and transactions 5. Schedule priorities of returning systems and modules for repair based on business goals, complaints, and management priorities 6. Ensure clear customer communication for all incoming repairs by obtaining accurate details from Tech Support as to nature of problem 7. Verifies warranty and service contract coverage for all repairs and communicates to the customer as necessary 8. Ensure all RMAs are returned from customers and oversee charges for non-compliance 9. Perform other related duties as assigned Qualifications (Education and Experience etc.):
1. Associates Degree or equivalent work experience preferred 2. 1 plus years relevant experience in Service / Product Support or equivalent preferred 3. Proficient in use of MS Office applications such as Outlook, Power Point, Word and Excel (pivot tables) 4. Proficient in use of SAP and Salesforce.com (Or similar CRM/ERP system) Additional Requirements: Must be able to work in a team-oriented atmosphere with assemblers, technicians, QA personnel, and engineers, completing tasks and communicating effectively, both orally and in writing. Ability to read, understand, and follow Allergan's SOPs relating to Product Support, Service, and RMA business correspondence, and procedure manuals in English. Ability to effectively present information and respond to questions from management, clients, and customers. Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings. Responsible for performing all duties in compliance with FDA's Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements with which Business complies.