Product Quality Representative

Position : Product Quality Representative (HRHJP00000353)Location : 1225 Crescent Greenm, Cary North Carolina, USA - 27518Duration : 03/09/2020 to 09/08/2020Client : HillromDescription:JOB SUMMARY:Hill-Rom Clinical Workflow Solutions (CWS) provides 24x7 technical support from our Cary, NC contact center. The Associate Product Quality Representative (APQR) is the entry level role for CWS technical support, providing logistics support to the technical support team, and serving as initial technical support contact triage to all internal and external customers who use, install, sell and service CWS products.The APQR role will serve as the logistics fulfillment center for technical support, performing dispatch, placing parts orders, providing tracking details, RMA processing, purchase order authorization, fee for service proposals, and various logistics duties in support of efficient technical support operations. The APQR will be available to work flexible shifts as needed to accommodate part order cutoff times and emergency logistics requests as needed. The APQR performs initial incoming call triage, assesses problem severity and documents all customer interactions within the customer relationship management (CRM) system in accordance with quality system requirements. The APQR keeps triaged case customers properly informed of ownership status; delivers timely resolution to basic technical & non-technical issues by applying product knowledge, analytical skills, communication techniques and available tools; ensures prompt reassignment of complex technical cases to appropriate level resources, keeping customers continuously informed of issue status. The APQR will develop product expertise and stay current on feature and patch evolution through consistent study of available documentation and routine training activities. Issues outside of APQR knowledge or technical ability are to be escalated promptly in accordance with established processes. The APQR will deliver on individual, team and corporate goals in accordance with established objectives and standards of performance.ESSENTIAL DUTIES AND RESPONSIBILITIES: - Other duties may be assigned:• Process routine and expedited parts orders, RMAs, secure purchase orders.• Create fee for service proposals in a timely manner.• Work flexible shifts as needed to accommodate warehouse closing and emergency logistics requests.• Provide triage of incoming technical support requests to internal/external customers via all contact channels.• Document reported problem, troubleshooting details and service activities thoroughly and accurately in CRM.• Escalate technical issues promptly to facilitate rapid resolution.• Dispatch field service resources with proper handoff of customer ownership.• Achieve individual and team metrics, and contact center key performance indicators.• Strive to exceed customer expectations and deliver consistent customer satisfaction.EDUCATION, EXPERIENCE AND QUALIFICATIONS:• One years' previous experience in a logistics or technical support role providing onsite/remote service to end user devices and clients, along with industry specific technical certification ie. A+, N+, MCP, MCSA, etc.• Associates Degree in an IT, computer, technical related field of study preferred• Excellent computer skills and experience with MS Office, AutoCAD, Visio, etc.• Ability to work independently within a team environment, effectively multitask to meet deadlines and competing priorities.• Exhibit good interpersonal and diplomacy skills, excellent verbal and written capabilities.• Experience working in an FDA regulated environment is a plus.• Foundational Knowledge in at least one of the following areas:o Networking - TCP/IP, Routing and Switching, Subnets, Security.o Enterprise hardware - Server/Client OS, SANS, RAID.o Wireless & RF technologies.

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