CUSTOMER SUPPORT COORDINATOR

POSITION TITLE:         Customer Support Coordinator

REPORTS TO:  Trackmaster Production & Service Supervisor

Job Function:   Provide technical support to the medical treadmill OEM’s and their customer base.  This will involve both phone/email support and field training for the OEM’s sales support and service staffs.

EXPECTATIONS/RESPONSIBILITIES:  Regular attendance and starting on time are essential.  Responsible for the quality of his/her own work and to not accept poor quality workmanship from others. Expected to perform at acceptable quality and performance levels and strive for continuous improvement as described in Full Vision's Quality Policy.                                                                                 

Primary Responsibilities and Duties:

Phone/Email Support

Receive, facilitate and resolve incoming service-related phone calls and emails from OEM, Distributors and end users

Service Documentation

Perform internal service administration paperwork and records, maintaining daily service call reports and customer complaint logs, in support of 13485 Compliance guidelines

Coordinate Field Service

Coordinate field service functions with OEM or Distributor field service engineers

Field Service Duties

• Train OEM and Distributor Field Service Engineers on servicing and maintaining Trackmaster treadmills
• Conduct on-site service calls at specified customer locations to perform troubleshooting and repair of defective devices.  Assist OEM Field Service Engineers with on-site troubleshooting or repair of devices as required.

Coordination

Responsible for the complete processing of all customer service parts orders, including order work order generation & processing, sales order entry, packaging & shipment of parts, and properly maintaining all part shipment data in the Customer On-Line Portal.

Parts Support

Provide parts support to OEM’s, Distributors and End Users, including order work order generation & processing, sales order entry, testing, packaging & shipment of parts. 

Warranty

• Coordinate warranty parts returns from customers, perform testing and evaluation of faulty parts under the guidance of TM Product Manager, assist purchasing in the return of defective items to their respective vendor for appropriate credits.
• Assist in the review and processing of all Trackmaster OEM and Distributor warranty programs.

Service Bulletins

Oversee the development and distribution of all product service bulletins.

Trackmaster Decal Support

Creation of production decals for Trackmaster treadmill/Full Vision Fabrication production.

Sales Support

Provide back up to Inside Sales Administrator in areas of phone support and sales order entry.

Other duties

As assigned by supervisor