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Hill-Rom Lead Coordinator Tech Service in Batesville, Indiana

Hillrom is a $2.8B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, surgical products and information technology solutions. Hillrom's comprehensive product and service offerings are used by health care providers across the health care continuum and around the world in hospitals, extended care facilities and home care settings to enhance the safety and quality of patient care.less thanbr>DescriptionJOB SUMMARY: Provides technical expertise including information, mechanical and electrical troubleshooting, and complaint processing and resolution. These interactions will drive from customers, field service representatives, and other Hillrom employees via the telephone, internet, and email in a Technical Support Help Desk environment.less thanbr>ESSENTIAL DUTIES AND RESPONSIBILITIES: - Other duties may be assigned:less thanbr>* Provide technical troubleshooting, technical information, and determine the necessary technical requirements for our internal and external customers interactions. Interactions include but are not limited to complaints and all service-related activities.less thanbr>* Proficient in Contact Management. Responsibilities include:less thanbr>1. Document and manage all capital customer interactions via Hill-Rom's approved Contact Management System, per FDA guidelines. Documentation includes creation, updates, and follow-up via calling customers for final resolution and customer satisfaction pertaining to their initial contact.less thanbr>2. Document and manage all capital field service work order requests via Hillrom's approved Contact Management System, per FDA guidelinesless thanbr>* Proficient in Order Management. Responsibilities include:less thanbr>1. Document and manage all service parts orders via Hillrom's approved Order Management System. Service order management includes creation, order fulfillment, sales order queries, and delivery confirmation.less thanbr>2. Document and manage all engineering part return for analysis requests via Hillrom's approved Order Management System. Service part return for analysis includes reviewing the parts for analysis engineering list, creation, and customer compliance to return parts.less thanbr>* Make decisions based on good sound reasoning that match Hillrom's Mission, Vision, and Core Values and Hillrom's Quality Policyless thanbr>* Provide technical expertise to the Service Logistics, Marketing, Sales, and Engineering Teams. Technical expertise includes but not limited to new product development, new product releases, product upgrades, product modification projects, and document reviews.less thanbr>QualificationsEDUCATION, EXPERIENCE AND QUALIFICATIONS:less thanbr>* Candidate must have a form of secondary education, equivalent military experience, or two years minimum experience in electrical and mechanical troubleshooting of medical devices.less thanbr>* Customer Service or Help Desk experienceless thanbr>* Ability to understand and meet the expectations and requirements of internal and external customer; gets firsthand customer information and uses it to meet customers' needs by providing the highest quality products and services; acts with customers in mind; develops effective relationships with customer and gains their trust and respect.less thanbr>* Ability to communicate with internal and external customers with clarity, patience, understanding and courtesy to match Technical Support's goal of 'Best in Class Customer Service.' Applies a wide variety of listening, questioning, and explaining techniques to obtain or impart information.less thanbr>* Ability to read, analyze, and interpret technical service manuals, technical bulletins, blue prints, and electrical schematic diagrams.less thanbr>* Ability to use