JOB OVERVIEW:

This position is responsible for creating work orders, to schedule and dispatch technicians for equipment installation, service, or emergency repairs for customers.  Receives customer telephone calls to obtain information on specific problem, type of equipment, model, and office hours.  Answers general questions from customers about equipment and service.  Reroutes calls as necessary to the correct departments, and tracks calls appropriately.  Schedules service calls with technicians, and maintains frequent communication throughout the day to help plan and organize their time.  Reschedules service calls based on newly posted parts receipts, and coordinates installation with equipment coordinators, technicians, and customers.  Determines which calls require troubleshooting, based on predetermined call type selection.  Maintain communication with all facets of the center including management.

KEY RESPONSIBILITIES: 

• Responsible for creating work orders, to schedule and dispatch technicians for equipment installation, service, or emergency repairs for customers.
• Receives high volume customer telephone calls to obtain information on specific problem, type of equipment, model, and office hours.
• Answers general questions from customers about equipment and service.  Reroutes calls as necessary to the correct departments, and tracks calls appropriately.
• Schedules service calls with technicians, and maintains frequent communication throughout the day to help plan and organize their time.
• Reschedules service calls based on newly posted parts receipts, and coordinates installation with equipment coordinators, technicians, and customers.
• Determines which calls require troubleshooting, based on predetermined call type selection
• Reviews all open work order statuses to ensure the designated technician has received notification of the call.
• Notifies Parts Order Reps of parts and equipment ready to be received into the system.
• Participates in special projects and performs other duties as required.
• Provide accurate information for new account set up and proper follow up.
• Provides weekly status report to management via email.
• Maintain a manual schedule book daily for back up purposes.
• Reviews all open work order statuses to ensure the designated technician has received notification of the call

SKILL: 

Very good understanding of the job and apply knowledge and skills to complete a wide range of tasks. Apply acquired knowledge of procedures and external regulations.

COMPLEXITY: 

Work on assignments that are moderately difficult and may require judgment and initiative. Understand implications of work and make recommendations for solutions. May be responsible for making independent procedural decisions.

SUPERVISION: 

Work under minimal supervision and may determine methods and procedures on new assignments.

WORK EXPERIENCE: 

Typically 2 or more years of related experience.

PREFERRED EDUCATION: 

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

GENERAL SKILLS & COMPETENCIES: 

• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with complex issues
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive  information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

PERFORMANCE REQUIREMENTS: 

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

The posted range for this position is $37,735-$58,962 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

Other benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO [or sick leave if applicable], Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. 

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers

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