Customer Experience Technical Lead

CUSTOMER EXPERIENCE TECHNICAL LEAD- REMOTE/HYBRID

Hours 8am- 5pm- PST. 

 

 

SUMMARY 

The Customer Experience Lead will focus on improving internal and external customer satisfaction through two main areas: Project Deployment and Maintenance (30%) and Tier-Two Technical Support (70%).Project Deployment and Maintenance: This includes quality enablement, overseeing product recalls and quality reworks, tracking customer complaints, and enhancing training and troubleshooting strategies. The role also supports digital transformation initiatives such as the LINET SmartCare™ portfolio, RFID tracking, and Work Order Management Software (Salesforce.com FSM 2.0), as well as managing telecommunications systems.

Tier-Two Technical Support: Responsibilities include performing root cause analyses (RCAs) for internal and external customers, guiding team members on diagnosing and part needs, ensuring accurate part shipments, following up on technical issues, and conducting live video diagnostics. Collaboration with field services to streamline processes is also key.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

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