Position : Clerk II

Location : Tempe, AZ

Duration : 8 Months

Total Hours/week : 40.00

1st Shift

Client: Medical Device Company

Job Category: Admin/Clerical

Level Of Experience: Entry Level

Employment Type: Contract on W2 (Need US Citizens Or GC Holders Only)

Job Description:

• The Capital Systems & Services Coordinator is responsible for managing the customer experiences related to client reusable products.
• This position maintains the day-to-day activities of receiving and processing service requests, loaner/replacement logistic management, and capital inventory movements.

Essential / Key Job Responsibilities:

• Receive and process incoming requests via phone, email, and/or fax.
• Responsible for accurately documenting all alleged deficiency's and the requested service on client reusable capital equipment within the electronic service platform system.
• Accurately assigns IMDRF Annex A failure codes to assist service centers with root cause evaluation/investigation.
• Responsible for accurately making complaint determination and determining reportability on all reported issues.
• Responsible for accurately recording and documenting information received from customers and client employees into the service platform and complaint management systems.
• Research capital equipment ownership and contract status using JD Edwards ERP system and AS400 contracts application.
• Research capital equipment service history using legacy TrackWise and ServiceMax service platforms.
• Accurately initiate and process equipment loaner/replacement movements with the ERP system.
• Request and coordinate loaner/replacement, packaging materials and return labels for small packages and large crate shipments.
• Responsible for performing follow up calls to customers, client employees, and service depots for the return and repair of equipment.
• Ensure ethical responsibility to maintain privacy and confidentiality of patient records and private information.
• Complies with all local BD quality policies/procedures/practices through consistent application of sound Quality Assurance principles.

Required Qualifications:

• Effective communication skills, written and verbal
• Proficient in Microsoft Office Suite, Document Management (MasterControl), Enterprise (JDE/SAP), AS400 Active Contracts system, Trackwise Complaint Management System, and Trackwise CESC/ServiceMax service platforms.
• Attention to detail
• Software application skills.
• Good organizational and problem-solving skills.
• Ability to work in cross-functional teams.
• Customer Service skills and ability to effectively communication with customers