Job Title: Customer Service Administrator (Medical Aesthetic Laser Devices)

Location: Burlington, MA


Job Description:

  • Phone support for Incoming Service inquiries and technical issues (Tier 1 – customer support, 9AM-6PM (EST), Mon-Fri)
  • Transfer the phone call/ email request to the regional service engineers for Tier 2- customer support, if it’s required
  • Respond to email messages for customers seeking help. 
  • Report to the director of customer service department any potential issues that could impact the timely completion of assigned task, equipment shortcomings, and more complex equipment problems
  • Maintains customer record and complaint by updating Bella Service Management program
  • Dispatch engineers and update service schedule for each region on Bella and contacting customer to confirm the visit schedule before on-site.
  • Tracking the shipping/receiving record of the loaner handpieces and service loaner daily
  • Sending a warranty expiration letter and service contract renewal form to customers
  • Updating warranty/ service contract information with sales invoices on the Service management.
  • Reporting service invoices and tracking the payment history weekly
  • Collecting the installation form from sales reps and putting into the DHR binders and make a weekly report
  • Updating shipping/ installation date of new systems on the service management program
  • Ensure that all customer complaints are processed in accordance with the procedure
  • Initiate the Complaint Handling Forms as prescribed in the document and forwarding to the appropriate personnel for further action.
  • Compile all required documents into a complete Device History Record (DHR)
  • Ensure that the DHRs are effectively maintained and updated as necessary 
  • Informing QA/RA of any potential adverse events
  • Willingness to learn new technologies, acquire certifications, and apply knowledge in the field
  • Adhere to company guidelines regarding safety procedures.


Qualifications:

  • Work experience as a Sales administrator or Sales support agent is a plus
  • Hands on experience with MS Office (MS Excel in particular)
  • Have the ability to learn new software and concepts quickly
  • Knowledge of operating standard office equipment
  • Excellent communication skills – written and verbal
  • Excellent organizational and multitasking skills
  • A team player with high level of dedication
  • Certification in Marketing, Sales or relevant field is a plus

Please send all replies with résumes to careerusa@lutronic.com.

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