Job Description
Join us today and make a difference in people's lives!
LivaNova is a global medical technology company built on nearly five decades of experience and a relentless commitment to improving the lives of patients around the world. Our advanced technologies and breakthrough treatments provide meaningful solutions for the benefit of patients, healthcare professionals, and healthcare systems. The company is listed on the NASDAQ stock exchange under the ticker symbol " LIVN ." LivaNova is headquartered in London (UK) with a presence in over 100 countries and a team of more than 3,000 employees worldwide.
POSITION SUMMARY :
Under limited supervision, performs a variety of functions in support of the Technical Service group. This skilled position is customer-facing, and issues faced may be complex in nature where considerable judgment, analysis and initiative are required in resolving problems and making recommendations. Serves as a liaison between the department and other internal and/or external contacts. Contributes to the development of the department proactively. Requires considerable judgment, tact, discretion and initiative.
Essential Functions : Professionally handles high volume calls for the Technical Service Call Center, in a friendly, positive, solution-oriented manner.
Has primary responsibility for ensuring that calls are answered within the tolerances described by our KPIs.
Resolve issues and answer product and service questions.
Manage escalation procedures as required.
Verifies service entitlement and contract validity.
Acts as an expert on the Service Management System for the department and others that rely on the system's data and functions.
Accurately administer Field Service related functions such as reporting, dispatching, escalations, etc.
Route/dispatch incoming customer calls (both internal and external customers) to the appropriate destination.
Maintains data structures and integrity in the service database.
Identifies issues, provides solutions and executes action to ensure total customer satisfaction.
Develops and maintains detailed knowledge of company products in order to effectively accept, process and respond to customer's service requests.
Responsible to enter and maintain service orders in the Service Management System accurately and timely.
Supports coordination of Technical Training Classes.
Will perform order processing, inquires and transactions in the business system.
Audits service documents received from Field Service Reps.
Coordinates Field Service Department calendar, including work, on-call and vacation schedules; distributes to staff members, appropriate departments, and to the after-hours answering service.
Performs as a quality auditor for Service Depot activities.
Performs as a backup for the purchasing function of distributed equipment and various OEM suppliers.
Other duties as assigned.
Skills & Experience: Knowledge required to perform at this level is generally acquired through 2-5 years of Customer Service or administrative experience with customer contact.
Demonstrates ability to deal effectively with complex issues.
Requires effective interpersonal skills and behaviors conducive to a service/team oriented environment.
Requires excellent oral and written communication skills.
Requires broad understanding and proficiency in use of PCs, ERPs, and Microsoft Office Products including Word, Excel and Visio.
Requires ability to plan and meet deadlines, prioritize, and to handle several projects simultaneously.
Requires ability to be self-directing and to work with a minimum of supervision.
Demonstrated effective problem solving capability with creativity in providing solutions while exploring
Sit 90%, Stand/Walk 10%
Repetitive use on computer
Possible Blood Borne Pathogen exposure
Education: Requires a minimum of a high school diploma. College coursework is preferred.
Compensation & Benefits: A reasonable estimate of the hourly rate for this position is $20-32/hr. + discretionary annual bonus. Pay ranges may vary by location.
Health benefits - Medical, Dental, Vision
Personal and Vacation Time
Retirement & Savings Plan (401K)
Employee Stock Purchase Plan
Training & Education Assistance
Bonus Referral Program
Service Awards
Employee Recognition Program
Flexible Work Schedule
Our commitment to Diversity & Inclusion:
LivaNova values equality and celebrates diversity. We are committed to ensuring that our recruitment process is fair, transparent and free from unlawful discrimination.
Our selection process is driven by the key demands/requirements for the role rather than bias or discrimination on the basis of a candidate's sex, gender identity, age, marital status, veteran status, non-job-related disability/handicap or medical condition, family status, sexual orientation, religion, color, ethnicity, race or any other legally protected classification.
Notice to third party agencies:
Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
Beware of Job Scams:
Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons posing as LivaNova recruiters or employees. The scammers may attempt to solicit confidential, personal information, such as a social security number, or your financial information. LivaNova will never ask for fees prior/during/after the application process, nor will we ask for banking details or personal financial information in return for the assurance of employment. If you are concerned that an offer of employment might be a scam or that the recruiter is not legitimate, please verify by searching for "See Open Jobs" on and check that all recruitment emails come from an @livanova.com email address.
Job Tags
Hourly pay, Contract work, Worldwide, Flexible hours,