Specialist I, Client Solutions - Bilingual French

About the Role

The Client Solutions Specialist I works as a team member within the ICU Medical Service Department. This position requires knowledge of core products and customer service skills to correspond with both internal and external customers via various forms of communication, including in person, concerning service inquiries while maintaining good customer relations.

This role is responsible for responding to and processing return service requests for medical devices, handling customer inquiries regarding devices returned for service, service and repair status, service estimate authorization, and warranty/extended service information. Confidentiality of sensitive client information must be maintained.

This position utilizes both PC and web-based software applications and is based remotely; the incumbent may be remote in any state other than Colorado, California, Connecticut, Montana, Maine, or New York.

Responsibilities

• Member of a call center group receiving and making outbound calls.
• Process return service authorizations in response to incoming phone calls, emails, and web-based inquiries, including warranty and non-warranty repairs, preventive maintenance requests, etc., with professionalism.
• Contribute to data within Enterprise Resource Planning (ERP) systems and assist with account initiation/reactivation.
• Process confidential information, including billing details, to initiate repair orders for service and repair activities.
• Provide repair status and other information in response to customer inquiries.
• Determine/verify sold-to, ship-to, and bill-to information in appropriate ERP systems.
• Contact customers for estimate requirements, track responses, provide estimates, obtain approval/denial, and enter responses into applicable systems.
• Contact customers for unauthorized Return Material Authorizations (RMAs) and follow through with authorization requirements.
• Meet or exceed key performance metrics such as first-call resolution, 24-hour response time, and required documentation.
• Utilize knowledge base to resolve customer inquiries and achieve department metrics.
• Develop new solutions to frequently occurring problems.

Requirements

• Knowledge of biomedical or electro-mechanical devices (1 year preferred).
• Detail-oriented with strong verbal and written communication skills.
• Ability to apply situational analysis to customer problems and determine customer needs.
• Proficiency in using personal computers and related software, including Microsoft applications, TEAMS, and SharePoint.
• Ability to multitask on a routine basis.

Qualifications

• Must be at least 18 years of age.
• High School Diploma required.
• French–English bilingualism required; daily communication in both languages.
• Minimum 1 year of experience in a customer call center environment, preferably with a concentration in medical devices or applicable healthcare background.
• Experience with Enterprise Resource Planning (ERP) systems (e.g., Oracle EBS).
• Minimum 1 year of experience with Complaint Management Systems.

Work Environment

This is largely a sedentary role operating in a professional office environment, routinely using standard office equipment. Travel is typically required less than 5% of the time.

About Us

ICU Medical is a global market leader providing clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings. With acquisitions of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, ICU Medical offers:

• Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
• The industry’s broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.
• IV medication safety software providing full IV-EHR interoperability with high customer satisfaction and compatibility with more EHR systems than any other company.
• Significant US IV solutions manufacturing and supply capabilities.