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

The Project Deployment and Maintenance responsibilities will be delegated to those individuals who can best accomplish the goals of the organization and can include:
Quality Enablement Responsibilities:
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.
Digital Transformation Responsibilities:
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

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

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.
WORK ENVIRONMENT

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 / Affirmitive Action employer. All candidates are selected solely on the basis of legally permissible job related criteria.

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