Lead Technical Service Specialist

At PRC-Saltillo, our mission to provide voices to children, teens, and adults who are unable to communicate effectively with their natural voices. Each year, we provide voices to thousands of individuals through our specialized communication devices, software, and apps. We serve individuals with autism, cerebral palsy, Down syndrome, ALS, aphasia, and a variety of other medical conditions. Our products not only provide the ability to speak, but open opportunities for education, employment and fuller participation in life.

All applicants need to go to our website to apply www.prc-saltillo.com/careers

Position Summary: The Lead Technical Service Specialist will work closely with management to ensure service standards are met in receiving, testing, and preparing products to ship. This position will be a main point of contact for other departmental staff who need assistance or guidance. This position maintains high product quality standards by adhering to quality procedures and work instructions. Other duties include preparing estimates, collecting payments, and preparing international shipping labels and documents. The position will act as a backup to the Service Administrative Supervisor.

Duties and Responsibilities:

• Acts as a main point of contact within various departments to give guidance and offer solutions.
• Assist with monitoring Technical Service Specialists by running reports through various channels and reports to Service Administrative Supervisor the findings.
• Prepare and send estimates for non-warranty customers.
• Collect payments/processes for repairs, including following up with customers to obtain payment for older estimates.
• Performs order entry, invoice functions, and maintains effective record keeping related to the claim.
• Communicates with customers through various channels. Acknowledges customer complaints.
• Assists with Exchanges and Lost Devices.
• Prepare and set up international shipping labels and documents.
• Preps and tracks the return of outside vendor parts.
• Participates in continuous improvement activities to achieve key performance indicator (KPI) targets and other goals and objectives set for the department.
• Collects and tracks data from Phone Support and Service Repairs to ensure accuracy in ERP system and repaired merchandise passes all functional tests.
• Assists the supervisor in implementing established service procedures and improvements.
• Attends and participates in meetings, conference calls and committees as requested.
• Performs feature testing on repaired merchandise to ensure product meets all test procedures and the Company’s quality standards.
• Prepares repaired merchandise for shipping.
• Unpacks returned merchandise shipments.
• Matches shipments to their associated return merchandise authorization (RMA) number ensuring accuracy.
• Records receiving data in the Company’s ERP system.
• Thoroughly cleans returned merchandise as directed by established procedures.
• Prepares orders by processing requests, pulling materials, and placing orders in delivery area.
• Responds promptly to customer inquiries.
• Performs order entry, invoice functions, and maintains effective record keeping related to the claim.
• Prepares repaired merchandise for shipping.
• Maintains confidentiality and follows HIPAA guidelines.
• Maintains a positive, empathetic, and professional attitude toward customers.
• Maintains professional interaction with all departments and staff with all forms of communication.
• Communicates with customers through various channels. Acknowledges customer complaints.
• Maintains a safe work environment.
• Performs other duties as assigned.

Required Skills and Abilities:

• Strong teamwork, organizational, and multitasking skills.
• Well organized and able to prioritize tasks.
• Extensive verbal and written communication skills.
• Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.)
• Basic understanding of databases.
• Flexible, with ability to adapt to a fast paced, rapidly changing circumstances and must be able to think critically.
• Ability to maintain a positive attitude, especially during high stress.
• Detail oriented, with strong analytical ability.

Education and Experience:

• High school diploma is required. Associates degree in business, marketing, or communication is preferred.
• At least three years of clerical and/or administrative office experience is required.
• Supervisory or management experience preferred.