Product Support & Operations Associate

The Product Support & Operations Associate is a key onsite member of the LNC Louisville Operations team. The purpose of this role is to facilitate customer and operations success by:

• Managing inventory including receiving goods, shipping goods to customers and performing inventory counts
• Assist in managing facilities
• Operating within the Louisville Quality Management System (QMS)
• Applying a deep and effective knowledge of Lifelines' products and business processes to support customers in their use

Responsibilities

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 ingoing and outgoing orders, ensure a pickup is scheduled

Purchases processing and inventory management

• Inspect incoming goods and receive them into inventory
• Take part in periodic inventory counts
• Keep inventory well-organized

Facility management

• Ensure facilities are well kept and looked after, and managed in accordance with the QMS

Returns

• Follow procedures as communicated by the device manufacturer to communicate reported queries and issues with equipment
• Inspect and test incoming returns for reported defects
• When required, return equipment to the manufacturer in line with their guidelines
• Submit requests to Finance to arrange repairs with overseas manufacturers. Log results of inspections in Sugar CRM
• Update equipment records with new information related to queries and/or returns

Remote Support

• Use TeamViewer (remote desktop tool) to remote into customer computers, to address issues with EEG software and general desktop support
• Answer customer inquiries via phone, e-mail or other methods
• Determine the billable status/ warranty coverage of support issues resulting in a case
• Accurately log calls and customer interactions in coordination with procedures outlined in the QMS

Case/Ticket Management

• Create case entries in Sugar CRM software
• Track details and progression of customer queries and issues within the case, to include serial numbers of all equipment involved
• Log any shipping details such as tracking numbers and scans of the AWB label. Associate equipment records with the case via linking and create device movement histories and notes with any information that can be saved electronically

Adhoc

• Perform operations tasks where directed and necessary on an adhoc 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.