BD (Becton, Dickinson and Company) Equipment Sales & Service Support Specialist in Covington, Georgia

Job ID: 2018-12297

Career Level: entry level

Relocation: no

Location: Covington,Georgia,United States

Summary of Position with General Responsibilities:

This position reports to the Supervisor, Equipment Service & Sales Support Team, and provides support to customers and BMD’s Sales & Marketing Teams. This position works with the Supervisor to ensure the department’s stated goals and quality standards are achieved. This position will be responsible for a multitude of tasks including, but not limited to the following: processing orders for capital equipment, overseeing the process of service and repair of capital equipment, coordinating loaner equipment, and providing evaluation units to prospective accounts. This position will work closely with Sales, Marketing, Manufacturing, Service & Repair Operations, Contracts & Pricing, MSS, and Field Assurance. The duties of this position will adjust to the needs of the business as it grows.

Essential job Functions:

  • Process orders for capital equipment, working closely with Contracts/Pricing, Finance, Legal, and Territory Managers.

  • Collaborate with customers, Depot Service personnel, Field Service Providers, Sales Territory Managers and Marketing Managers to deliver outstanding service levels.

  • Manage customer technical support needs through Medical Sales Support (MSS).

  • Maintain BD UCC equipment install database accuracy.

  • Receive customer requests for equipment service and accurately input details into database.

  • Oversee Service & Repair (S&R) of equipment.

  • Work cohesively with Service & Repair Depot and monitoring in Service Max system, to ensure complete satisfaction with time, service and delivery.

  • Track and follow up on customer service needs. Prioritize service demands accordingly.

  • Manage equipment loaner, evaluation, and trade-out processes.

  • Monitor inventory levels of equipment to ensure all business needs are being met.

  • Support key projects/initiatives roll outs within assigned function.

  • Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

  • Adheres to and ensures compliance with BD UCC, guidelines, protocols, and policies.

  • Other duties may be assigned as required to support the business.

Basic Qualifications:

  • Skilled in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, and Outlook.

  • Ability to solve basic math equations.

  • Excellent communication skills (written and verbal), including proper grammar.

  • Willingness and ability to learn quickly, keeping up with business needs, while maintaining excellent organizational skills.

  • Ability to meet goals in a fast paced environment and resolve conflicts constructively.

  • Ability to work with and maintain confidential information.

  • Ability to resolve potentially stressful customer interactions.

  • Excellent organizational skills and attention to detail.

  • Demonstrated excellence in the continuous handling of meticulous detail to ensure Good Documentation Practices (GDP’s) are followed at all times.

  • JDE, Track Wise, Service Max, and SalesForce.com experience desirable.

  • Ability to navigate and multi-task with a variety of applications while conversing with the customer.

  • Communication in this job is often with clinical or technical personnel. This often requires a special set of skills, knowledge, and experience as interaction is frequently with strong personalities.

  • Demonstrated excellence in the continuous handling of meticulous detail.

  • Excellent data entry, proofreading, and typing skills.

  • All job duties to be performed under supervision.

Additional Desirable Qualifications Skills and Knowledge:

LANGUAGE SKILLS :

  • Excellent English verbal and written communication skills.

  • Communication in this job is often with clinical or technical personnel. This often requires a special set of skills, knowledge, and experience as interaction is frequently with strong personalities.

MATHEMATICAL SKILLS :

  • Basic math skills required.

REASONING ABILITY :

  • This position is complex and requires the ability to formulate decisions to new rapidly developing challenges.

  • Attention to detail is paramount.

  • Ability to learn quickly is a must.

  • Decisions must be made in a timely manner to service the needs of customers and/or Sales Territory Managers.

Education and/or Experience:

  • Experience in Medical Industry preferred, preferably in a clinical setting.

  • Customer Service Experience preferred, ideally in medical device or capital equipment industry.

  • High School Diploma Required

  • Some college preferred.

Physical Demands:

  • This individual will work in an office environment with moderate noise. Infrequent lifting of over 25 lbs will be required.

Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • This individual generally will work in an office environment with moderate noise.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status