Proven customer service experience, including handling phone calls, addressing concerns, and providing a professional and reassuring experience in stressful situations.
Strong proficiency with Microsoft Office for managing RMAs, processing paperwork, documenting service information, and completing administrative tasks.
Technical writing skills to accurately summarize technician findings and create clear, concise service reports that explain device issues and repairs.
Administrative support experience with organization, multitasking, data entry, paperwork processing, and coordination of multiple responsibilities.
Ability to work effectively in a manufacturing environment with exposure to devices, technicians, and shop floor activities.
Familiarity with regulatory processes and operating under strict procedures and requirements.
Experience using ERP systems such as NetSuite or similar platforms to navigate orders, RMAs, and customer information.
Process-oriented mindset to follow established workflows, quality systems, and regulatory documentation requirements.
Strong verbal and written communication skills for speaking with customers, explaining repair processes, and handling sensitive situations professionally.
High level of attention to detail to accurately process RMAs, service reports, estimates, and repair documentation.
Ability to multitask and shift quickly between customer calls, emails, RMAs, paperwork, and follow-up activities while maintaining quality and accuracy.
