TECHNICAL SERVICE CASE MANAGER InTouch Health
THIS JOB HAS EXPIRED InTouch Health is the leader in robotic telepresence solutions for healthcare. We are looking for a Technical Service Engineer to join our Technical Service team to work as a Case Manager for Customer Complaints. You will work closely with other Engineers, Product Managers and Field Service Engineers to manage Customer Support cases to closure (root cause investigation, corrective action, preventive action, disposition, escalation, etc.) and communicate status to the field as needed. This is a vital to our efforts to keep critical medical devices used for active patient monitoring available for use.
Create, Update and Resolve customer complaints cases
Enlist the help of Engineering as required
Assign and follow up on task to Field Service Technicians
Arrange for device exchanges and RMA's
Monitor aging complaint cases
Thoroughly communicate case status to company stake holders
Plan and Supervise Field Repairs
Perform to progress and success rate metrics
KNOWLEDGE, SKILLS AND ABILITY
Working Knowledge of Information Technology and Computer Networking
Working knowledge of Wireless Networking (WiFi)
Knowledge of Electronics (A+ certification or equivalent)
Microsoft Windows (MSCE or equivalent)
Strong problem solving skills
Excellent communication skills
Bachelor's Degree or Certificate in Information Technology, Electrical Engineering or Computer Science
Any of the following: Cisco CCNA, MSCE, A+ Certification, SaleForce.com, CRM, BS in Engineering or Computer Sciences
Experience with a Service Database/Helpdesk ticket system
Degree in discipline relating to engineering, computer science or IT.
For the qualified candidate, InTouch Health offers competitive compensation, medical, dental and vision benefits, paid time off, 401(K) and stock options. InTouch Health is based in sunny and beautiful Santa Barbara, California.
||Santa Barbara, CA |
THIS JOB HAS EXPIRED