The Service Support Specialist is responsible for providing administrative support by means of complaint entry, return authorization entry, issuing loaner devices and coordination with the Service Center to manage the return of loaned devices. Responsible for managing the sales process for extended warranty with the goal of increasing sales and revenue of Capital Service Agreements through the expansion and renewal of existing and/or expiring Service Contract Agreements.

ESSENTIAL FUNCTIONS (ACCOUNTABILITIES/RESPONSIBILITIES)

RESPONSIBILITIES
Customer Service

• Provides basic customer service with accurate information in a courteous manner.
• Ensures confidentiality of patient and customer information, as well as confidential and proprietary information during all customer interactions.
• Accurately assesses the type of support: phone, email, printed, escalation or combination-required and provides customer support in the most expeditious manner possible.
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
• Accurately assesses if a call is a complaint and then completely captures information within the database for rapid notification to Complaint Management and appropriate data entry into the system to resolve customer complaint.
• Manages customer account information, including contact updates, warranty, repair, and other service requests.
• Effectively questions customers to capture accurate product and event information.
• Demonstrates understanding and responds appropriately to verbal communications.
• Communicates effectively with customers during complaint resolution or crisis situations.
• Manages work and time to produce desired outcomes.
• Effectively assesses periods of peak call volume and re-prioritize own non-contact activity to assure maximum call handling and customer loyalty.

Territory Planning and Management

• Maintains current asset list of products, serial numbers, and loaned devices by account.
• Proactively manages lead database to ensure prompt follow up and execution.
• Tracks key customers to ensure selling service contracts on an appropriate basis.
• Works cooperatively and efficiently with the field sales counterpart on service agreement implementation.
• Properly allocates time among target accounts based upon focused objectives.
• Assists customer with Service Agreement questions and objections
• Follows up with prospective customers via phone, email, direct mail, fax, or internet to ensure all questions are thoroughly answered and opportunities for sales are generated.
• Employs a selling cycle that is concise, professional and persuasive that leads the customer to action.
• Makes outbound calls to field sales counterparts to discuss shared accounts and prospects.
• Work cooperatively with field Sales Representatives to keep account activities up to date, build new business relationships and provide marketing material support.
• Emphasize sellable features and benefits to purchasing Service Contract Agreements.
• Concludes sale and customer invoicing through processing within company established system.
• Maintains accurate account files and records progress toward objectives.
• Other duties as assigned.

CRITICAL SUCCESS FACTORS

• Excellent communication skills, both written and verbal.
• Ability to drive results.
• Positive attitude and ability to work within a team.
• The capacity to plan, organize, & complete assignments on time.
• Ability to lead teams and drive change in a matrix organization.
• Action oriented individual who is highly proactive at solving problems and obtaining results.
• Ability to thrive in environment of continuous improvement, measuring results and problem solving.
• Minimum of 2 years of experience working in an administrative capacity.
• Minimum of 2 years relevant business experience such as Sales, Marketing, and/or Customer Service.
• Proven track record of negotiation and customer interaction in a highly technical sales and/or sales support environment preferred.
• Strong preference given to health care customer service experience.

DESIRED SKILLS/EXPERIENCE

• Strong preference given to health care customer service experience.

EDUCATION

• HS Diploma required.
• Associates Degree preferred.

TRAVEL REQUIREMENTS

• This position does not require travel.

PHYSICAL DEMANDS & WORKING ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee is occasionally required to walk, sit, stand, use hand to finger, handle or feel objects, tools, or controls; reach with hands and arms; balance, stoop, bend, talk and hear.
The employee must occasionally lift and/or move up to 20 pounds.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, most work is in an office environment setting. Lighting and temperature are adequate. The noise level in the work environment is usually quiet to moderate.
May be requested to work overtime and weekends for special program events

Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.