Technical Support.

hace 4 semanas

Nogales, México Avanos A tiempo completo

Tech Support

Utilize product technical knowledge, communication skills and business expertise to
provide internal, external, and international customers with effective product quality and
technical support. Process Service abd Repair orders for international customers and
ensure that customer expectations are met in a cost effective, timely, and efficient manner

 Responsible for providing technical support for internal and external customers on

Avanos Capital Equipment (IVP, Cortrak, and Game Ready)

 Responsible to ensure that the entry of Service and Repair order is in accordance with

established procedures and regulatory requirements.

 Ensuring timely filing of product failure complaints into the computerize system.

Assessing all events for potential reportability status and escalating such events to the

appropriate teams

 Provide recommendations for system enhancements and participate in all testing

aspects of the Service and Repair order handling systems.

 Record contact information, support, maintain accurate and complete records that

meet internal requirements and satisfy local, domestic and international regulatory and

government requirements.

 Make recommendations to needed changes in process and procedure to ensure

ongoing compliance with corporate, local, state, federal and international requirements.

 Along with International Transportation, monitor SAP system and Freight Forwarder

tracking tool orders to ensure shipment on a timely basis to meet customer needs

 Ensure all required documentation is provided to the customer, and maintain customer

records.

 Act as a focal point for all customer inquiries/issues relating to Service and Repair

orders, pricing, credits, logistics, customs, damage, shipping, or related items. Work

with necessary Avanos teams to resolve issues.

 Coordinate all requirements for customer damage claims, including obtaining the

necessary documentation, photos, and product destruction verifications, and working

with CTT to ensure proper credit is received from our carriers.

 Develop and promote interpersonal relationships with the purpose of building a team.

 Demonstrate a willingness to listen; to be open to new ideas; to support the decisions

of the team; to trust others; to provide encouragement; to recognize contributions of

other team members; and to display a sense of empathy and understanding.

 By employing the Quality Management Process, demonstrate a customer/end-user

focus, staying close to customers (internal and external) and determining their needs.

Commit to meeting these needs and continually strive to improve

 Bachelor’s degree highly preferred in International Business and/ or Logistics
 1-3 years of experience in a Logistics or Customer Service function in a non-retail
environment.
 Understanding of International Logistics
 Intermediate analytical capability and Microsoft Excel data management skills
 Strong written and verbal communication skills
 Able to build sustainable relationships (internal and external)
Preferred Qualifications:
 Working knowledge International Trade concepts, INCOTERMS (preferred)
 Additional language skill highly preferred
 Experience in medical field or other highly regulated profession preferred
SAP experience prefered

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