Capital Systems & Services Coordinator II - Remote

Capital Systems & Services Coordinator II

The Capital Systems & Services Coordinator II is responsible for managing the customer experiences related to BD reusable products. This position maintains the day-to-day activities of receiving and processing service requests, loaner / replacement logistic management, and capital inventory movements.

Essential / Key Job Responsibilities :

• Responsible to train to and obtain knowledge related to the functionality and troubleshooting of at least two BD reusable products.
• Receive and process incoming requests via phone & email.
• Responsible for accurately documenting all alleged deficiency's and the requested service on BD reusable capital equipment within the electronic service platform system.
• Accurately assigns IMDRF Annex A failure codes to assist service / complaint team with root cause evaluation / investigation.
• Responsible for accurately making complaint determination and determining reportable events on all reported issues.
• Responsible for accurately recording and documenting information received from customers and BD employees into the service platform and complaint management systems.
• Research capital equipment ownership and contract status using JD Edwards ERP system and AS400 contracts application.
• Research capital equipment service history using legacy trackwise and servicemax service platforms.
• Accurately initiate and process equipment loaner / replacement movements with the ERP system.
• Request and coordinate loaner / replacement, packaging materials and return labels for small packages and large crate shipments.
• Responsible for performing follow-up calls to customers, BD employees, and service depots for the return and repair of equipment.
• Update replacement serial #'s within service records and contract agreements.
• Ensure ethical responsibility to maintain privacy and confidentiality of patient records and private information.
• Complies with all local BD quality policies / procedures / practices through consistent application of sound Quality Assurance principles.

Required Qualifications :

Preferred Qualifications :

Education and / or Experience :

Physical Demands :

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use sight, and use hands to manipulate, handle or feel objects, tools, controls, and office equipment. The employee frequently is required to verbally communicate with other associates. The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch.

Work Environment :

While performing the duties of this job, the employee may be in an open cubicle environment. Candidate must be able to work in a team-oriented, fast-paced environment. BD is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce.