Job Description:
The Enovis™ repair and service department provides medical equipment service and support to direct customers and to partners worldwide. We are currently seeking a Repair and Service Coordinator to join our ANZ team, reporting to the Operations Manager for day to day in ANZ and the International Repair and Service Director in France. You will manage all repair and service activities in the ANZ region and work with the team to ensure that a high-quality work is delivered in agreed timelines.
The key responsibility of this position will be to develop Aftersales activities and achieve customer satisfaction. You will be responsible to repair medical equipment internally and provide advice, service contracts, preventive maintenance plan and devices loaner management.
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Key Responsibilities
- To ensure that the company's agreed quality and repair standards are maintained following KPIs: time to repair, % warranty, management of loaners fleet; with regard to its products, repair procedures, policies and customer support for internal and external activities.
- To provide the highest level of service, internally and externally, for product repairs and technical information.
- To follow the actual third parties in their repair activities (regulatory requirement).
- To be proactive to ensure customer needs are met in a timely and accurate manner.
- Responsible for the repair of special tools implementation, inventory of strategic spare parts, loaner devices management: shipment, reception, cleaning, testing.
- Improve, promote and propose extended warranty, maintenance contracts to develop the activities in the region.
- Perform (basic) maintenance and failure finding on returned devices.
- Perform mechanical/electrical repairs and functional testing.
- Perform paperwork for traceability of the repairs (internally and externally: monthly report) and for shipping documents (customer reports, delivery documents, customs clearance).
- Support Warehouse to:
- identify customer non-compliance and take preventative measures to ensure compliance.
- Mismatched returns, unauthorized returns
- Cycle account for spare parts
- Identify opportunity to drive efficiencies.
- Assist in special projects as assigned.
- Cooperate with the customer service team to provide technical support by telephone or email.
- Provide back-office support to resolve technical issues.
- Coordinate and process shipping and receiving requests for used devices and spare parts.
- Perform complaints investigation in Agile, following established procedures as required.
- Monitor all service requests through completion to ensure that the customer receives service in an expeditious manner.
- Support the field sales team and the quality department on request for technical issues and for demo or installation if needed.
- Complete all planned Technical, Quality and Compliance training within the defined deadlines.
Qualifications & Experience
- Electrical engineering, Electronic engineering, Biomedical engineering/Technical Education
Skills & Attributes
- Ability to troubleshoot, test and service technical equipment
- Ability to work on own initiative with minimal supervision
- Business oriented
- Good organizational skills to work on multi-tasks with sense of urgency
- Good analytical, communication and reporting skills
- Self-organized, problem-solving, attentive, and motivated
- Team oriented
ABOUT ENOVIS™
Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company's extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond. For more information about Enovis, please visit www.enovis.com.
At Enovis, we are committed to providing equal employment opportunities to all individuals. Employment decisions are based solely on merit, qualifications, and the needs of the business. We uphold a policy of equal treatment for all employees and applicants, without discrimination based on race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other characteristics unrelated to a person's qualifications or job performance. This commitment extends to all aspects of employment, including recruitment, hiring, job assignments, compensation, training, promotion, demotion, transfers, layoffs, discipline, and separation, as well as all other terms and conditions of employment.