Product Support Specialist

2 weeks ago

Newcastle, Australia Enovis Full time

Job Description:
Summary/Objective

The Customer Care Administrative Support Specialist is responsible for supporting our Customer Care team. Assists the team by completing order processing for warranty replacement and repair services. Monitoring the Customer Care queues to supply data to the Product Support Specialists. Aid in minor customer service needs with mínimal customer interaction. Daily support to the Product Support team that will help to complete the customer experience cycle in a timely manner.

Essential Functions
- Deliver technical service and support to our customers by gathering information on reported symptoms to diagnose the reported issue to determine if service, replacement part or resolution in the field is needed.
- Responsible for monitoring, maintaining, and closing of cases while also ensuring the queues are maintained and responded to in a timely fashion.
- Interact with customers to provide a response to inquiries, concerns, and requests about products and services.
- Ensure customers and their needs are a primary focus of one’s actions to develop and sustain productive customer relationships.
- Research customer account information for status of product warranty.
- Follows documented controlled procedures and instruction to ensure all work is performed as expected.
- Updates and maintains procedures and instructions that pertain to the job function.
- Clearly conveys ideas and information received from customer feedback.
- Process replacement and repair orders for devices when necessary to resolve customer reported issue.
- Stay current with product knowledge on changes of software, hardware, and new products launched.
- Key post sale liaise for customers with Operations, Clinical support and OSR/ISR’s
- Works closely with Quality & Regulatory, Manufacturing, Service, and Shipping.
- Monitor, record and report on customer cases and failure analysis.
- Any other duties as assigned by your manager.

Competencies
- Customer Centric
- Self-Motivated
- Ability to manage change
- Builds Relationships with customers and peers
- Communication Proficiency
- Diagnostic Information Gathering
- Analytical Thinking
- Organizational Skills
- Multi-tasking
- Multi-system management
- Time Management
- Ability to Prioritize and re-prioritize as needed

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time on-site position. Hours of work are Monday through Friday, 40 hours per week with varying time schedules as determined by the business (8am - 5pm, 8:30pm - 5:30pm or 9am - 6pm).

Travel

Travel is not required for this position.

Required Education and Experience
- Bachelor’s degree in a technical or business discipline or 3-5 years of equivalent experience.
- Required to have strong communication skills and product/service knowledge.
- Positive attitude, exemplary attendance, and reliable team member
- Working Knowledge of Microsoft Office Suite

Preferred Education and Experience
- BS/BA in technical or business discipline.
- Knowledge of Oracle, Microsoft Dynamics AX, Salesforce, or similar software
- Previous troubleshooting of equipment.

ABOUT DJO GLOBAL

DJO Global is a leading global developer, manufacturer and distributor of high-quality medical devices that provide solutions for musculoskeletal health, vascular health and pain management. Our products address the continuum of patient care from injury prevention to rehabilitation after surgery, injury or from degenerative disease, enabling people to regain or maintain their natural motion. Our products are used by orthopedic specialists, spine surgeons, primary care physicians, pain management specialists, physical therapists, podiatrists, chiropractors, athletic trainers and other healthcare professionals. In addition, many of our medical devices and related accessories are used by athletes and patients for injury prevention and at-home physical therapy treatment. Product lines include rigid and soft orthopedic bracing, hot and cold therapy, bone growth stimulators, vascular therapy systems and compression garments, therapeutic shoes and inserts, electrical stimulators used for pain management and physical therapy products. Our surgical division offers a comprehensive suite of reconstructive joint products for the hip, knee and shoulder. Our products are marketed

  • Product Specialist

    6 days ago

    Newcastle, New South Wales, Australia Sandvik Full time

    Sandvik Mining and Rock SolutionsProduct Specialist - Mechanical UG Coal - Heatherbrae, NSWOur Company and CultureSandvik Mining and Rock Solutions is a globally recognized leader in supplying equipment, tools, parts, service, and technical solutions for the mining and construction industries. As a business area within the Sandvik Group, we are proud to...

  • Conveyor Product Specialist

    6 days ago

    Newcastle, New South Wales, Australia Reliable Full time

    Newcastle, Newcastle, Maitland & Hunter NSW Mining - Engineering & Maintenance (Mining, Resources & Energy) Full time Add expected salary to your profile for insights CONVEYOR PRODUCT SPECIALIST – Newcastle NSW Reliable Conveyor Belt is an independent, Australian owned company with six branches in NSW, specialising in the servicing of conveyor systems....

  • Product Specialist

    5 days ago

    Newcastle, New South Wales, Australia Sandvik Full time

    Product Specialist - Electrical, HeatherbraeOur Company and CultureSandvik Mining and Rock Solutions is a globally recognized leader in supplying equipment, tools, parts, service, and technical solutions for the mining and construction industries. As a business area within the Sandvik Group, we are proud to employ approximately 44,000 people across more than...

  • Robotics Product Specialist

    5 days ago

    Newcastle, New South Wales, Australia Stryker Corporation Full time

    Robotics Product Specialist page is loaded Robotics Product Specialist Apply locations Central Coast, Australia Newcastle, Australia Gosford, Australia time type Full time posted on Posted 5 Days Ago job requisition id R522119 Work Flexibility: Field-basedDue to continued and rapid growth, we are accepting applications for a Robotic Product Specialist...

  • Medical Practitioners

    2 months ago

    Newcastle, Australia HealthcareLink Support Full time

    About the Role:Our established client is urgently looking for a passionate Skin Cancer Doctor to join their growing team! You'll have the chance to apply your clinical expertise and be part of the dedicated Clinical Training Director focused on mentoring, training, and professional development. Our client based in CBD, a good patient base is actively...

  • Document Production Specialist

    2 weeks ago

    Newcastle, Australia Clifford Chance LLP Full time

    JR-5623 - Newcastle - Business Services & Facilities - Permanent **Job Description**: **The role** A vacancy has arisen for a Document Production Specialist (DPS) within the Global Business Support Document Production team (GBS DP), supporting all Practice Areas and Global offices. The DPS works as part of the GBS Document Production team and is...

  • Robotics Product Specialist

    6 days ago

    Newcastle, New South Wales, Australia Stryker Corporation Full time

    Why join Stryker?:Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.Know someone at Stryker?:Due to continued and rapid growth, we are accepting...

  • Master Data Specialist

    6 days ago

    Newcastle, New South Wales, Australia Support Services - InfraBuild Full time

    About the role:The System Support Specialist role touches all aspects of the execution of our market offer, including the setup of a new customer and delivery location, setting pricing conditions on order and invoice, barcoding to bundle product labels and processing financial changes to a customer account or order.Other responsibilities include: Building...

  • Application Support Specialist

    2 weeks ago

    Newcastle, Australia HAYS Full time

    6 month contract for experienced Applications Support Specialist focused on operational technologies. **Your new company** With a large number of projects in 2023, an exciting contract opportunity for a skilled Application Support Specialist has become available with an Organisation located in Port Macquarie. **Your new role** As the Application Support...

  • Product Specialist

    3 weeks ago

    Newcastle, Australia Sandvik Full time

    Product Specialist - Electrical, Heatherbrae Our Company and Culture Sandvik Mining and Rock Solutions is a globally recognized leader in supplying equipment, tools, parts, service, and technical solutions for the mining and construction industries. As a business area within the Sandvik Group, we are proud to employ approximately 44,000 people across more...

  • Robotics Product Specialist

    2 weeks ago

    Newcastle, Australia Stryker Corporation Full time

    **Why join Stryker?**: Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific. **Know someone at Stryker?**: Due to continued and rapid growth, we are...

  • Health Products Marketing Specialist

    2 weeks ago

    Newcastle, Australia nib Group Full time

    Health Products Marketing Specialist **Let's talk about who we are** The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare...

  • Health Products Marketing Specialist

    6 days ago

    Newcastle, New South Wales, Australia nib Group Full time

    Health Products Marketing SpecialistLet's talk about who we areThe nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare...

  • Regional Product Application Specialist

    4 weeks ago

    Newcastle, Australia Metso Outotec Full time

    Would you like to take this opportunity to influence the industry towards a more responsible use of the world’s natural resources? At Metso Outotec you will join a supportive and inclusive network of colleagues from around the world. There will always be a chance for you to learn and try something new. This is your invitation to rise above what was...

  • Product Specialist

    3 weeks ago

    Newcastle, Australia Sandvik Full time

    Sandvik Mining and Rock Solutions Product Specialist - Mechanical UG Coal - Heatherbrae, NSW Our Company and Culture Sandvik Mining and Rock Solutions is a globally recognized leader in supplying equipment, tools, parts, service, and technical solutions for the mining and construction industries. As a business area within the Sandvik Group, we are proud...

  • Regional Product Application Specialist

    6 days ago

    Newcastle, New South Wales, Australia Metso Outotec Full time

    Would you like to take this opportunity to influence the industry towards a more responsible use of the world's natural resources?At Metso Outotec you will join a supportive and inclusive network of colleagues from around the world. There will always be a chance for you to learn and try something new.This is your invitation to rise above what was possible...

  • Health Products Marketing Specialist

    2 weeks ago

    Newcastle, Australia nib health funds Full time

    Let’s talk about who we are The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare...

  • Health Products Marketing Specialist

    6 days ago

    Newcastle, New South Wales, Australia nib health funds Full time

    Let's talk about who we areThe nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems...

  • Systems Support Specialist

    3 weeks ago

    Newcastle, Australia InfraBuild Full time

    **About the role**: The System Support Specialist role touches all aspects of the execution of our market offer, including the setup of a new customer and delivery location, setting pricing conditions on order and invoice, barcoding to bundle product labels and processing financial changes to a customer account or order. Other responsibilities include: -...

  • Reward and Policy Specialist

    2 months ago

    Newcastle, Australia Support Services - InfraBuild Full time

    **About the role**: Reporting to the Reward and Policy Manager, the Reward and Policy Specialist will collaborate with the business and HR teams to undertake job evaluations, annual salary reviews/ benchmarking as well as support and contribute to the annual performance and reward cycle. This role provides technical analysis of internal pay practices and...