Job Purpose:

The Service Consultant position is responsible for the delivery, pick up, maintenance, cleaning and quality control of the Company’s medical equipment. This position will play a key role in ensuring the products are in compliance with infection control procedures set forth by the company and in accordance with government regulations. Additionally, this position requires direct customer contact providing 24/7 delivery, pickup and service support for products in customer accounts in a timely and professional manner.

Functions, Key Duties and Responsibilities:

Prepare medical equipment, with the appropriate documentation, for delivery to customer facilities and patients.
Load and unload delivered medical equipment at customer facilities and returned equipment at the company’s service center location.
Develop and maintain strong and effective relationships with various levels of internal and external customers providing excellent customer service.
Perform critical care medical equipment placements which can include conducting technical in-service to medical staff on product function and use. Potential for assisting in patient transfer.
Manage patient and hospital experience with company products/devices through regular and routine rounding activities including appropriate documentation of actions.
Use of hand-held device to complete on-site deliveries and pick-ups of medical equipment. Provide appropriate documentation of activity to the customer.
Ensures accurate location of company equipment on site and help to facilitate the process of locating misplaced equipment at a customer facility.
Drive a company fleet vehicle (van or box truck) to conduct deliveries and pick-ups.
Troubleshoot equipment and make minor repairs using hand tools. Assist with preventative maintenance where appropriate.
Participates in service activities including collections, inspections, service calls and demos within the service center.
Demonstrate Arjo core values in daily activities.
Maintain vehicle appearance by regular cleaning of trash and dirt and ensuring all routine vehicle maintenance is completed and appropriate records maintained.
Using cleaners and solvents to clean and disinfect, then perform quality control checks on medical equipment.
Adheres to work and safety instructions and meets required performance standards as defined by the management team.
Conforms to, supports, and enforces all company policies and procedures.
Maintains a clean and safe work environment including 5S activities. Follow Standard Operating Procedures (SOPs) and comply with the standards for Continuous Improvement.
Ensures adherence to the attendance policy by showing up for all scheduled and unscheduled shifts and break periods on time and following company policies and procedures for utilization of vacation, personal and sick time.
Participates in the on-call rotation and holiday work requirements to provide 24/7 coverage.
Participates in any and all reasonable work activities as assigned by management including but not limited to participation in Arjo special initiatives and programs.

Knowledge/Skills/Experience:

Each organization shall have sufficient personnel with the necessary education, background, training, and experience to assure that all activities required by this part are correctly performed and shall establish procedures for identifying training needs and ensure that all personnel are trained to adequately perform their assigned responsibilities. Training shall be documented.

Intermediate experience with MS Office (Word, Excel and Outlook); ERP systems and knowledge of databases preferred; experience utilizing handheld and desktop computing devices.
Strong organizational and communication skills (oral and written communication); effectively able to articulate ideas.
Solid interpersonal skills sufficient to develop and maintain cooperative working and business relationships with others.
Strong customer service skills and strong, hands-on technical skills; experience using hand tools to trouble shoot and perform minor repairs to product equipment.
Demonstrated skill set with cleaning and disinfecting equipment and adhering to quality control processes.
Ability to effectively follow and comply with standard work processes/procedures as established by the Company
Ability to work independently as well as within a team environment.
Ability to travel by commercial air service to attend scheduled business and corporate functions.
Ability to learn new technologies and apply them to current environments.
Ability to deal effectively with all employees and external business contacts while conveying a positive, service-oriented attitude.
Ability to completely maintain confidentiality and discretion in business relationships and exercise sound business judgment as appropriate.
Ability to complete all designated training programs required for the position.

Personal Qualities:

High School Diploma or equivalent.
Minimum of 2 year of customer facing service experience.
Distribution or field operations experience preferred.
Must possess and maintain a valid driver's license and meet the qualification of a Motor Vehicle Report review/inspection.
Ability to meet the Department of Transportation (DOT) physical requirements along with continuing recertification as required by DOT.
Ability to work flexible hours holidays, and weekends to meet business/customer needs. Must be able to participate in the on-call schedule as required. Work schedules are subject to change as the needs within the service center are continuously evaluated.
All Service Consultants must be willing and able to complete RotoProne certification within the first year of employment.
Ability to travel at least three weeks a month
Ability to travel by train, plane or car
Ability to work flexible shifts to include nights and weekends
Ability to take on call
Ability to provide feedback to DOM and RSDs

Permissions:

Each organization shall establish the appropriate authority, and interrelation of all personnel who manage, perform, and assess work affecting quality, and provide the independence and authority necessary to perform these tasks.

Supervision/Management of Others:

Individual Contributor

Internal and External Contacts:

Regularly works with service center staff including other Process Technicians, Service Consultants, Service Team Leads and Supervisors.
Interacts with District Operations Manager and sales team frequently.
Work with the quality and field service departments as needed.
Builds close working relationships with Arjo’s external customers.

Special Features/Conditions:

Ensures environmental consciousness and safe practices are exhibited in decisions. (Required language. Do not remove)

Travel requirement of approximately 25%, which may include international travel.
Ability to travel by car or public transportation as needed to meet business needs.
May work extended hours during peak business cycles.
This position job has been established to support the transport, delivery, pick up and service of company medical equipment, including loading and unloading medical beds from company vehicles, lifting up to 75 pounds pushing and pulling objects up to 135 pounds to move, deliver and service products.
Ability to utilize computer and telephone equipment and other related office accessories/devices to complete assignments.
While performing the duties of this job, the employee is frequently required to stand, walk and sit.
The employee must have use of hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; speak and hear.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The physical demands 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.

Service Consultant Corpus Christi

Job Description

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