Customer Experience Lead

CUSTOMER EXPERIENCE LEAD

SUMMARY

The Customer Experience Lead position will focus on two organizational support pillars and will enhance our internal and external customer satisfaction with LINET’s products and solutions.

1. 30% Customer Experience Project Deployment and Maintenance – Quality and Digital Transformation

1. • The Project Deployment and Maintenance responsibilities will be delegated to those individuals who can best accomplish the goals of the organization and can include:

1. • • Quality Enablement Responsibilities:

1. • • • Oversight and tracking of required field actions resulting from product recalls and quality reworks identified by the Quality Department.
       • Review customer complaint data to identify product failure trends; adapt training, troubleshooting, and parts strategies to reduce Mean-Time-To-Repair (MTTR).
       • Perform regular documentation and process checks on in-process and completed work orders, implementing team member training and process improvements where needed.
       • Development and implementation of the Product Claims Process, ensuring timely submission of product claims to the manufacturer(s).
       • Liaise with outsourced technical resource vendors and manufacturers to optimize our technical resource capabilities.

1. • • Digital Transformation Responsibilities:

1. • • • Operational support for LINET SmartCare™ portfolio
       • Development, support, and installation of RFID tracking solutions, including back-end process to seamlessly marry the data in SAP/SF.com
       • Development and support of Work Order Management Software (Salesforce.com FSM 2.0)
       • Management and Support of all telecommunications systems, including
         • Call center software (RingCentral), including scheduling, forwarding, and IVR management
         • Cellular devices for the purpose of vehicle tracking

II. 70% Tier-Two Technical Support

1. • Level two, upper-tier technical deliverables to our external and internal customers. Primary responsibilities in this category are:

1. • • Perform RCAs (Root Cause Analyses) for customers, both internal and external
     • Lead other team members in proper diagnosing and part needs of our customers
     • Navigate all data repositories to ensure other technical services team members quote and ship the correct part the first time
     • Make outbound calls to follow up on tier II technical support issues
     • Perform live video diagnostics with customers when needed to perform RCAs more efficiently
     • Collaborate with field services to gain harmony in routine processes and repairs

ESSENTIAL DUTIES AND RESPONSIBILITIES can include, but are not limited to, those listed below:

• Provide tier II technical support to our Field Service technicians and internal and external customers
• Create service calls with a strong emphasis on accuracy in details
• Create service quotations consisting of parts, labor, and travel
• Work with field service leadership to arrange for technician service visits
• Review all field service evaluations and completed service and PM forms for accuracy, then update service call with appropriate notes, create new part orders if necessary, schedule revisit, follow up with the customer, ensure service case is closed in the work order management system
• Consistent and proactive follow-up with customer concerns and resolution
• Provide a high level of customer service and professionally interact with customers.
• Responsible for assisting all part returns required for service claims:

• Reviewing parts that are returned
• Confirming returned parts qualify for warranty
• Coding/labeling the parts
• Filling out the proforma form
• Logging the complaint into the extranet, then prepare for shipment back to CZ (manufacturer)
• Complete all necessary steps per the RMA process

• Correcting any updated part numbers from the manufacturer into the company's internal support system.
• Tracking and updating all common parts lists.

• Work closely with the Field Service Team, Logistics, and Warehouse staff.
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES

• Assist and mentor other technical and customer experience employees

CHARACTERISTICS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items listed below represent the characteristics necessary to perform at the expected level in this assignment.

• • High level of integrity
  • Learning agility
  • Exemplary interpersonal skills – the ability to work effectively with a variety of personalities and behavioral styles
  • Ability to organize and manage multiple priorities and deadlines
  • Strong customer orientation
  • Has an exemplary history of customer satisfaction, including internal sales partners and external hospital customers as measured through net promoter scoring, performance evaluations, and customer surveys when applicable

EDUCATION and/or EXPERIENCE

• • High School Diploma or equivalent; 5+ years related customer service experience and/or training, including experience with warranty claims handling, troubleshooting, and diagnosis. Medical device complaint handling and warranty claims. Associate’s degree, a plus.
  • 5+ years’ advanced electromechanical repair and troubleshooting skills
  • Successfully completed all LINET training on beds, mattresses, and bed systems by a qualified LINET trainer
  • Working knowledge of Microsoft Office software and SAP
  • Demonstrated ability and aptitude to create and utilize database reports
  • Demonstrated ability and aptitude to learn and use software reporting tools (i.e., SAP, Salesforce, other CRM or Accounting software)
  • Strong organizational skills

LANGUAGE SKILLS

Ability to respond to common inquiries or complaints from customers, as well as sales and service personnel.

MATHEMATICAL SKILLS

Ability to apply mathematical concepts and operations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit and stand. The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment is hybrid, with up to 30% of the time working remotely and at least 70% of the time located at our Warehouse, 10400 Bryton Corporate Center Drive Suite 100, Huntersville, NC 28078, as well as other field warehouses and customer locations.

Specific positions may be required to work west coast hours to support customers in the western region between 8 am and 5 pm pacific standard time.

TRAVEL

Employees can be called upon to travel as much as 10% in support of the organization.

Linet Americas, Inc. is an Equal Opportunity / Affirmative Action employer.
All candidates are selected solely on the basis of legally permissible job related criteria.