Service Operations Specialist, ACT (Remote)

Getinge

New Jersey

United States

Customer Service / Call Center
(No Timezone Provided)

Job Function Summary:

The Service Operations Specialist develops and implements service group plans for the entire product life cycle including the introduction and discontinuance of products. The position supports Cardiac Assist and Critical Care. The position liaises with Business Units (BU) on all technical issues, and is also responsible for the execution of specific product technical expertise in support of the Field Service Personnel, Technical Support representatives and commercialist activities.

Job Functions: (Primary “essential” duties and responsibilities)

  • Provide telephone technical support, troubleshooting assistance on ACT products for internal customers.
  • Provide remote technical support via the telephone and utilizing Getinge to field service personnel
  • Travel regionally to support equipment escalations. Provide expert technical assistance while expediting equipment resolutions. Provide consultative support to the field service team onsite if required in the resolution of facility or user issues.
  • Maintain personal competence for meeting job responsibilities through effective use of product information and technical data provided by Getinge and others. Participate in training seminars, meetings and on-the-job training programs. Demonstrate an understanding and an ability to apply concepts and knowledge obtained from these training and skill development sources
  • Collaborate with the Regional Service Manager (RSM) and the Technical Training Department regarding the technical and professional development of Field Service Representatives. Assist the Regional Manager in the review of the Service Representatives’ technical and professional skills
  • Work across functions (Technical Support, Field Service, Sales, Training, Engineering (BCU) and Marketing) to assure effective deployment of new equipment and systems. This will include providing technical, Sales management and Regional Service Managers in facilitating of the escalation process.
  • Provide input and technical support for quality and reliability issues to appropriate functions based on information received in writing or via telephone. Work with Quality, Engineering (BCU) and other company functions in a team effort to address and resolve these types of issues effectively.
  • Provide support for the Training function in developing training sessions for new equipment being released to the field and for New Hire Training.
  • Support Technical Services and Field Service management in the development and maintenance of documentation and pricing PM agreements, PM packages and Modernization packages. Assist Service Marketing in the development of programs and supportive literature to promote Service products.
  • Utilizing Service and Technical notifications and other forms of communication, convey information effectively throughout the Service organization.
  • Represent Service while serving as a member of New Product Development teams.
  • Assure that operational expenses are controlled responsibly and within budgetary guidelines and policies.
  • Assist the Service Training & Sustaining Engineering Manager in formulating strategies, tactics and action plans in support of corporate objectives. Assume responsibility for special projects and perform other duties as required.
  • Required Skills and Abilities:

  • Expert knowledge of Service product portfolio.
  • Able to prioritize tasks in a fast-paced environment and work cross-functionally.
  • Able to mentor, coach and lead team to meet goals, objectives and implement change.
  • Able to create access and improve Standard Operating Procedures (SOP)/Work Instructions.
  • Strong interpersonal and organizational skills.
  • Excellent presentation and written communication skills.
  • Superior quantitative and analytical skills.
  • Intermediate skills in Microsoft Office products such as Outlook, Word, Excel and PowerPoint.
  • Demonstrated record of strong verbal and written communication skills.
  • Experience and Education Requirements:

  • 10 years industry/product related Field Service Experience.
  • 3 years Senior Service Representative Experience.
  • Associates Degree, preferred, preferably in a technical Bio – medical field, or equivalent combination of education and relevant work experience with a working knowledge of physiology and clinical settings.
  • A minimum of 5 years of experience in the medical devices field with an emphasis on technical skills, regulatory compliance and quality assurance.
  • Must have valid driver’s license
  • Must be able to obtain a valid passport for the purposes of international travel.
  • Service Operations Specialist, ACT (Remote)

    Getinge

    New Jersey

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    Job Function Summary:

    The Service Operations Specialist develops and implements service group plans for the entire product life cycle including the introduction and discontinuance of products. The position supports Cardiac Assist and Critical Care. The position liaises with Business Units (BU) on all technical issues, and is also responsible for the execution of specific product technical expertise in support of the Field Service Personnel, Technical Support representatives and commercialist activities.

    Job Functions: (Primary “essential” duties and responsibilities)

  • Provide telephone technical support, troubleshooting assistance on ACT products for internal customers.
  • Provide remote technical support via the telephone and utilizing Getinge to field service personnel
  • Travel regionally to support equipment escalations. Provide expert technical assistance while expediting equipment resolutions. Provide consultative support to the field service team onsite if required in the resolution of facility or user issues.
  • Maintain personal competence for meeting job responsibilities through effective use of product information and technical data provided by Getinge and others. Participate in training seminars, meetings and on-the-job training programs. Demonstrate an understanding and an ability to apply concepts and knowledge obtained from these training and skill development sources
  • Collaborate with the Regional Service Manager (RSM) and the Technical Training Department regarding the technical and professional development of Field Service Representatives. Assist the Regional Manager in the review of the Service Representatives’ technical and professional skills
  • Work across functions (Technical Support, Field Service, Sales, Training, Engineering (BCU) and Marketing) to assure effective deployment of new equipment and systems. This will include providing technical, Sales management and Regional Service Managers in facilitating of the escalation process.
  • Provide input and technical support for quality and reliability issues to appropriate functions based on information received in writing or via telephone. Work with Quality, Engineering (BCU) and other company functions in a team effort to address and resolve these types of issues effectively.
  • Provide support for the Training function in developing training sessions for new equipment being released to the field and for New Hire Training.
  • Support Technical Services and Field Service management in the development and maintenance of documentation and pricing PM agreements, PM packages and Modernization packages. Assist Service Marketing in the development of programs and supportive literature to promote Service products.
  • Utilizing Service and Technical notifications and other forms of communication, convey information effectively throughout the Service organization.
  • Represent Service while serving as a member of New Product Development teams.
  • Assure that operational expenses are controlled responsibly and within budgetary guidelines and policies.
  • Assist the Service Training & Sustaining Engineering Manager in formulating strategies, tactics and action plans in support of corporate objectives. Assume responsibility for special projects and perform other duties as required.
  • Required Skills and Abilities:

  • Expert knowledge of Service product portfolio.
  • Able to prioritize tasks in a fast-paced environment and work cross-functionally.
  • Able to mentor, coach and lead team to meet goals, objectives and implement change.
  • Able to create access and improve Standard Operating Procedures (SOP)/Work Instructions.
  • Strong interpersonal and organizational skills.
  • Excellent presentation and written communication skills.
  • Superior quantitative and analytical skills.
  • Intermediate skills in Microsoft Office products such as Outlook, Word, Excel and PowerPoint.
  • Demonstrated record of strong verbal and written communication skills.
  • Experience and Education Requirements:

  • 10 years industry/product related Field Service Experience.
  • 3 years Senior Service Representative Experience.
  • Associates Degree, preferred, preferably in a technical Bio – medical field, or equivalent combination of education and relevant work experience with a working knowledge of physiology and clinical settings.
  • A minimum of 5 years of experience in the medical devices field with an emphasis on technical skills, regulatory compliance and quality assurance.
  • Must have valid driver’s license
  • Must be able to obtain a valid passport for the purposes of international travel.