Clerk II

Job Summary

Essential / Key Job Responsibilities

Required Qualifications

Skills

Benefits

Pay

Schedule

• Receive and process incoming requests via phone, email, and/or fax.
• Accurately document all alleged deficiencies and the requested service on client reusable capital equipment within the electronic service platform system.
• Accurately assign IMDRF Annex A failure codes to assist service centers with root cause evaluation/investigation.
• Accurately determine reportability on all reported issues.
• Accurately record and document 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.
• Perform 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.
• Comply with all local BD quality policies/procedures/practices through consistent application of sound Quality Assurance principles.

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 communicate with customers.