Product Support & Operations Associate

Responsibilities

• Manage inventory including receiving goods, shipping goods to customers and performing inventory counts
• Aid in managing facilities
• Operate within the Louisville Quality Management System (QMS)
• Apply a deep and effective knowledge of Lifelines’ products and business processes to support customers in their use
• Inventory management: Receiving, packing, preparing and shipping inventory; coordinating purchase and customer orders; monitoring and managing inventory levels; processing returns to the manufacturer (RMA); shipping use various shipping software to create incoming and outgoing AWB labels for orders and returns; properly pack and label incoming and outgoing orders, ensure a pickup is scheduled; purchasing processing and inventory management: inspecting incoming goods and receiving them into inventory; taking part in periodic inventory counts; keeping inventory well-organized
• Facility management: Ensuring facilities are well kept and managed in accordance with the QMS
• Returns: Following procedures as communicated by the device manufacturer to communicate reported queries and issues with equipment; inspecting and testing incoming returns for reported defects; when required, returning equipment to the manufacturer in line with their guidelines; submitting requests to Finance to arrange repairs with overseas manufacturers; logging results of inspections in Sugar CRM; updating equipment records with new information related to queries and/or returns
• Remote support: Using TeamViewer (remote desktop tool) to remotely into customer computers to address issues with EEG software and general desktop support; answering customer inquiries via phone, email or other methods; determining the billable status/warranty coverage of support issues resulting in a case; accurately logging calls and customer interactions in coordination with procedures outlined in the QMS; case/ticket management: creating case entries in Sugar CRM software; tracking details and progression of customer queries and issues within the case, to include serial numbers of all equipment involved; logging any shipping details such as tracking numbers and scans of the AWB label; associating equipment records with the case via linking and creating device movement histories and notes with any information that can be saved electronically
• Ad hoc: Performing operations tasks where directed and necessary on an ad hoc basis

Qualifications

• Strong written and verbal communication skills
• Excellent organization and attention to detail
• Ability to manage multiple priorities and deadlines
• Problem-solving mindset and ability to troubleshoot issues independently
• Microsoft Office Suite required
• Associate's degree required, Bachelor's degree preferred; relevant experience can substitute for a degree
• Technical customer service experience preferred

Physical Requirements

• Ability to lift, carry, and move packages and equipment weighing up to 50 lbs
• Ability to spend approximately 50% of the workday sitting and 50% standing or walking
• Ability to regularly bend, stoop, reach, and handle inventory items
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential physical functions