Administrator, Customer Service - Device (French Bilingual) - 474_0-8088

ICU Medical, Inc. • Springfield, IL • 18h ago

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12698738 Job Description

Position Summary

The Customer Service Device Administrator supports the Device Capital business and both internal and external customers with all aspects of ordering, invoicing and asset management tracking. Due to the complexities with multiple versions and safety software, all aspects of this position require strict compliance to procedures and the utmost attention to detail.

Essential Duties & Responsibilities

Manage the input of all Oracle transactions associated with Capital

Equipment Contracts

Understanding and use of the Model N contracting system to interpret

Device Contracts.

Be well versed on the transaction requirements for all the various

methods of Capital Contracting (lease, placement, direct sale, third party, loaner, etc.)

Responsibility for the accurate input of Oracle Blanket Sales

Agreements (Recurring invoicing).

Manage incoming phone and email communications from customers, Field

Sales or various company employees.

Input orders for serialized monitoring equipment and associated

accessories.

Manage all aspects of the Short Term Rental program direct with end

customers.

Process Capital Equipment Trial Evaluations and monitor timely

return or initiate appropriate invoicing per the Sunshine Law.

Per government serialized tracking requirements, help ICU maintain

accurate serialized device tracking for our US and Puerto Rico customers in the Oracle Installed Base.

Ability to identify and hold up device shipments requiring

implementation services/approvals.

Work closely with Device Inventory Specialist to assure orders are

shipped according to customer implementation schedules and are for the correct version of device software.

According to required timelines, ensure that invoices for equipment

and services, associated with our MedNet product line, are released according to SOX requirements.

Process Capital Title Passes and Buyouts at contract expiration.

Process orders for replacements and repairs initiated from Trackwise

Global or Service Requests.

Manage any credit or debits associated with Capital equipment and

services.

Responsibility for Installed Base Account Ownership changes (aka

Unit Transfers)

Update and maintain the accuracy of customer warranties and Extended

Service.

Responsibility to code appropriate statuses on devices upon

awareness of such activities as returns to destruction companies, equipment loss or equipment no longer being supported through our Service Center.

Responsibility, at times, to update various fields in the Installed

Base as requested by Quality or Manufacturing (Cogent Software Versions).

Assist AR with managing pricing inquiries and questions associated

with Capital equipment and services.

Manage device returns, both unused and standard returns.

Provide Asset Management reports from the Installed Base to

customers, Field Sales and internal employees upon request.

Handle credits and replacements and returns for non-serialized forms

sent through from Global Product Complaint.

Provide a solution for all callers- if answer is not known -

research and follow up.

Work closely with the US Service Center.

Coordinate with shipping companies regarding order status and PODs

Expedite urgent requests, following through with Field Sales to

ensure product delivery details are communicated through to delivery.

Be able to come up with creative solutions for customers both

internal and external with minimal supervision

Take on special projects with little to no guidance

Work on special assignments asthey arise

Continually seek out process improvements

Assist with departmental training as needed

Manage special projects as they arise

Knowledge, Skills & Qualifications

Excellent verbal and written communication skills

Excellent organizational and interpersonal skills

Ability to multi-task in a faced-paced environment

High level of attention to detail

Proficient in Excel, Word and Outlook

Ability to communicate clearly and effectively with upper leadership

General process knowledge of all departments with which SCS

interacts

Strong ability to positively influence others

Education and Experience

Must be 18 years of age

High School diploma or GED equivalent

Associates Degree\'s degree from an accredited college or university

is preferred

Minimum of 2 years of Customer Service experience required

Physical Requirements and Work Environment

This is largely a sedentary role.

This job operates in a professional office environment and routinely

uses standard office equipment.

Typically requires travel less than 5% of the time

About Us

ICU Medical has consistently provided you w

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