Service and Repair Order Coordinator

7 days ago


Cebu City, Central Visayas, Philippines Helpware Full time

**Responsibilities:**

  • Providing Technical Support: Responsible for providing technical support for internal and external customers of our client.
  • Equipment Support: Equipment (IVP, Cortrak, and Game Ready)
  • Service and Repair Order Management: Responsible for ensuring that the entry of Service and Repair order is in accordance with established procedures and regulatory requirements.
  • Product Failure Complaints: Ensuring timely filing of product failure complaints into the computerized system.
  • Event Assessment and Escalation: Assessing all events for potential reportability status and escalating such events to the appropriate teams.
  • Customer Communication: Provide recommendations for system enhancements and participate in all testing aspects of the Service and Repair order handling systems.
  • Record Keeping: Record contact information, support, and maintain accurate and complete records that meet internal requirements and satisfy local and domestic regulatory and government requirements.
  • Process Improvement: Make recommendations to needed changes in process and procedure to ensure ongoing compliance with corporate, local, state, and federal requirements.
  • Order Tracking: Along with Transportation, monitor SAP system and Freight Forwarder tracking tool orders to ensure shipment on a timely basis to meet customer needs.
  • Documentation: Ensure all required documentation is provided to the customer, and maintain customer records.
  • Customer Inquiries: Act as a focal point for all customer inquiries/issues relating to Service and repair orders, pricing, credits, logistics, customs, damage, shipping, or related items. Work with necessary Avanos teams to resolve issues.
  • Damage Claims: Coordinate all requirements for customer damage claims, including obtaining the necessary documentation, photos, and product destruction verifications, and working with CTT to ensure proper credit is received from our carriers.
  • Team Development: Develop and promote interpersonal relationships with the purpose of building a team. Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding.
  • Quality Management: By employing the Quality Management Process, demonstrating a customer/end-user focus, staying close to customers (internal and external), and determining their needs.
  • Customer Focus: Commit to meeting these needs and continually strive to improve.


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