About PartsSource
PartsSource is the
leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are
growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are
uniquely positioned to address key challenges impacting mission-critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital’s 2021 investment in PartsSource further propels us to realize our Vision: Ensure the quality, safety, and availability of mission-critical assets to improve health outcomes.
Our platform
automates the procurement process enabling the medical equipment service industry in their acquisition, repair and life cycle management of medical parts. The company's cloud software and marketplace technology tools help
over 3,500 hospitals to source on-demand parts and services from over 6,000 OEMs and thousands of repair techs. PartsSource delivers strong value to customers through an “Amazon” like experience featuring preferred pricing, automated ordering, and formulary analytics to benchmark spend and drive greater supply chain intelligence.
From our founding in 2001 as the industry’s first online, fully integrated medical products marketplace, to the creation of our award-winning flagship solution, PartsSource Pro, PartsSource has evolved to become a leader in the digital transformation of the healthcare technology supply chain and indispensable partner to more than half of U.S. hospitals and thousands of equipment suppliers and independent service providers.Bain Capital’s 2021 investment in PartsSource provides capital, expertise, and key partnerships further accelerating PartsSource’s growth.
Bain Capital, one of the world’s leading private multi-asset investment firms with approximately $150 billion in assets under management, seeks to create lasting impact for their investors, teams, businesses, and the communities in which they live.Remi, a PartsSource Company, is looking to hire a full time Technical Service Specialist - Medical Devices, to join our dynamic Service Delivery Team in the Charlotte, NC office located in Waverly at the intersection of Providence Road & I485. This is a fantastic opportunity for someone who has a track record of success building relationships and delivering exceptional customer service.The Technical Service Specialist will be responsible for creating service tickets, dispatching applicable service events on covered equipment, and providing necessary follow-up with vendors and customers.
What You'll Do
- Dispatch service according to contract coverage; coordinate and manage service events by issuing service Purchase Orders (POs) and recording detailed service event information into the internal proprietary system, while meeting performance metrics
- Manage the Service Center in-box and distribute requests to appropriate team member
- Manage preventative maintenance requests and supply orders from the Service Center in-box
- Follow up with vendors to obtain the status on open service events and keep the customers updated
- Contact customers to ensure satisfaction of vendor response time and quality of services performance
- Escalate service events to management that require a higher-level authority including but not limited to actual cash value (ACV), limit of liability (LOL), vendor price gouging, large loss, and misleading information from customers
- Consult with all operation departments on customer issues in a timely manner to ensure resolutions that provide a great customer experience
- Coordinate with Engineering on the technical aspects of the repair, losses greater than $5,000, and education of equipment and/or parts
You Will Also
- Represent all the company's core values
- Attend staff meetings
- Available for on-call rotation and shift changes after telephone training and onboarding
- Special projects assigned by Supervisor
What You'll Bring
- Must type 40+ words per minute
- Must have excellent organizational and time management skills with the ability to prioritize
- Must have outstanding customer service skills both verbal and written
- Must be adaptable to change, able to multitask, and can function well individually or in a team environment
- Ability to research and collect data, establish facts, and draw valid conclusions
- Ability to diffuse situations
Your Background
- Associate's or Bachelor's Degree in Communication or BMET/CBET certification preferred but not required
- 2+ years of experience in high-volume customer service or field service engineer preferred
- Prior experience working in the Clinical Engineering/Healthcare Technology Management (HTM) Industry a plus
- Proficiency with Microsoft Word, Excel, and Outlook
Who We Want to Meet
- You’re a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clients
- You’re a problem solver, always looking to find ways to work towards a win-win solution
- You’re a strong influencer- able to gain the trust and confidence of leadership teams to drive change
- You don’t settle for the status quo. You’re always improving upon processes and tools to find simpler and better ways to work.
- You’re accountable. You do what you say you’re going to do. And when you mess up- you own it, learn from it, and move on.
Benefits & Perks
- Competitive salary package inclusive of base salary, incentive bonus structure, and equity incentive plan; with a full benefits package (including a 401k match, employer-paid college debt redux, and more).
- An inclusive PartsSource community - work alongside other smart, passionate people
- Growing company investing in and committed to developing the careers of our employees.
- Hybrid work environment where you get the benefits of flexibility, socialization, and productivity
- A chance to revolutionize Healthcare with evidence-based decision-making on the world’s leading Procure-to-Pay platform!
Interested?
We’d love to hear from you and explore the possibilities. Please send us your resume along with an optional cover letter detailing why you’re an excellent candidate.
Diversity Statement
We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone’s individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.Legal authorization to work in the U.S. is required.No Agency or Recruiter submissions will be accepted.
