Customer Tech Support Consultant at Air Liquide

How will you CONTRIBUTE and GROW?

• Provide administrative support to the commercial activity and/or to the customers/patients, like contract management, customer organizations' interfaces, payors' interfaces (States or Private Insurance).
• Field and handle incoming Customer Tech Support Requests and Complaint Calls calling customers back to assist and resolve each ticket logged. Ensuring adverse events are recorded on the Dexcom Complaint Tracker and extra information is supplied to the manufacturer upon reporting
• Educate customers on product best-use practices. 
• Proactively Manage and maintain the CTS call register - all incoming complaints/support requests, closed requests and replacement orders .
• Effective and efficient product troubleshooting. Document troubleshooting, complaints and resolutions on the CRM system.
• Complaint reporting and tracking to manufacturers within 48 hours.Process warranted replacement orders on the CRM and arrange for faulty pump/device collections.
• Maintain accurate CRM and Masterlist databases. Maintain accurate records of activities on all CTS department trackers. 
• Add new customer profiles to the CRM system..
• Liaison with Dexcom and Tandem Tech Support to resolve complaints and resolve Quality Assurance queries. Manage CTS email inbox collectively with the team. 
• Serve as liaison between customers, the logistics team and sales team when required, assisting sales consultants with troubleshooting/problems where required.. Build and maintain excellent stakeholder networks and relationships internally and externally to drive the business forward.
• Place customers at the centre of what you do in addressing needs and finding business solutions. Foster team effectiveness and accomplishment of shared goals by sharing knowledge, experience and insights. Ensure business objectives and practices are fully compliant with relevant laws, policies and procedures.
• Packing of RMA(faulty)  pumps once per month for return to Tandem in the US. Email to arrange courier pickup
• Handling the Tandem Reset Tool process and documentation
• Managing complaints and reporting admin when on Tandem  hotline duty
• Calling and closing the loop on Voice of the Customer surveys annually, though Medallia 

*Note:  The following list of Key Performance Areas and job activities are not exhaustive. VitalAire may instruct the employee at any time to carry out additional duties or responsibilities, which fall reasonably within the ambit of the job, or in accordance with CTS requirements.
Are you a MATCH?

• Matric
• Diploma/ Degree in Business, Administration or Life Sciences.
• 2 - 3 years experience in a similar role.
• Own vehicle/ reliable transport