Administrator, Customer Service - Device

Customer Service Device Administrator

The Customer Service Device Administrator supports the Device Capital business and both internal and external customers with all aspects of ordering, invoicing, and asset management tracking. Due to the complexities with multiple versions and safety software, all aspects of this position require strict compliance to procedures and the utmost attention to detail.

Essential Duties & Responsibilities

• Manage the input of all Oracle transactions associated with Capital Equipment Contracts
• Understanding and use of the Model N contracting system to interpret Device Contracts.
• Be well versed on the transaction requirements for all the various methods of Capital Contracting (lease, placement, direct sale, third party, loaner, etc.)
• Responsibility for the accurate input of Oracle Blanket Sales Agreements (Recurring invoicing).
• Manage incoming phone and email communications from customers, Field Sales, or various company employees.
• Input orders for serialized monitoring equipment and associated accessories.
• Manage all aspects of the Short Term Rental program direct with end customers.
• Process Capital Equipment Trial Evaluations and monitor timely return or initiate appropriate invoicing per the Sunshine Law.
• Per government serialized tracking requirements, help ICU maintain accurate serialized device tracking for our US and Puerto Rico customers in the Oracle Installed Base.
• Ability to identify and hold up device shipments requiring implementation services/approvals.
• Work closely with Device Inventory Specialist to assure orders are shipped according to customer implementation schedules and are for the correct version of device software.
• According to required timelines, ensure that invoices for equipment and services, associated with our MedNet product line, are released according to SOX requirements.
• Process Capital Title Passes and Buyouts at contract expiration.
• Process orders for replacements and repairs initiated from Trackwise Global or Service Requests.
• Manage any credit or debits associated with Capital equipment and services.
• Responsibility for Installed Base Account Ownership changes (aka Unit Transfers)
• Update and maintain the accuracy of customer warranties and Extended Service.
• Responsibility to code appropriate statuses on devices upon awareness of such activities as returns to destruction companies, equipment loss, or equipment no longer being supported through our Service Center.
• Responsibility, at times, to update various fields in the Installed Base as requested by Quality or Manufacturing (Cogent Software Versions).
• Assist AR with managing pricing inquiries and questions associated with Capital equipment and services.
• Manage device returns, both unused and standard returns.
• Provide Asset Management reports from the Installed Base to customers, Field Sales, and internal employees upon request.
• Handle credits and replacements and returns for non-serialized forms sent through from Global Product Complaint.
• Provide a solution for all callers- if answer is not known - research and follow up.
• Work closely with the US Service Center.
• Coordinate with shipping companies regarding order status and PODs
• Expedite urgent requests, following through with Field Sales to ensure product delivery details are communicated through to delivery.
• Be able to come up with creative solutions for customers both internal and external with minimal supervision
• Take on special projects with little to no guidance
• Work on special assignments as they arise
• Continually seek out process improvements
• Assist with departmental training