Careers

The Customer Service Manager maintains Dynatronics customer satisfaction via training, managing, and working alongside Sales Associates; and ensuring a customer-focused service strategy by driving consistent customer service quality improvement via monitoring and analyzing performance metrics and implementing changes in process where needed.

Responsibilities:

• Customer Service Management. Manage Sales Associates, including interviewing, hiring, and training; planning, assigning, and directing work; evaluating performance; rewarding and disciplining; and addressing complaints and resolving problems.
• Quality continuous improvement. Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Escalated issues and backup. Resolve escalated order, freight, and various issues and customized requests from sales reps, dealers, and end users. When needed, work alongside Sales Associates taking inquiries and entering orders via phone, email, fax, and face-to-face.
• Strategy. Develop and implement strategic customer service plan to maintain and improve customer satisfaction and inside sales. Assist sales in reviewing or performing market analyses to determine customer needs, price schedules, and discount rates. Assist sales and engineering with new product research, customer requirements, and market trends.
• Perform additional, related duties as needed.

Qualifications:

• 10+ years of experience in customer service, preferably in the medical device or supply industry
• 3-5 years of management experience, preferably in customer service
• Bachelor’s degree in business management or related field preferred, or equivalent work experience
• Exceptional customer service and interpersonal skills, able to build strong relationships cross-functionally and with external customers
• Ability to lead others, translating skills to other employees through training and mentoring.
• Effective, influential verbal and written communication skills, able to resolve conflict with In-depth knowledge of customer service principles and practices; current with relevant technology trends and applications.
• Medical device and supply product knowledge and e-commerce background preferred
• Proficient with Microsoft Office Suite and customer service software, databases, and CRM tools
• Attention to detail, time management, and organizational skills
• Ability to perform a wide variety of tasks and multi-task efficiently
• Ability to remain calm under pressure and work to deadlines
• High level of integrity, able to handle sensitive and proprietary information with discretion and confidentiality
• Demonstrated high-level of professional and business judgment and problem-solving aptitude

Schedule: Full-time, benefit-eligible (40 hours/week: Monday-Friday, 8am-5pm)

Pay range: $50,000-$70,000/year, commensurate with experience and qualifications

Manager:Chris Ramsay, Director of Customer Care & Intl. Sales

 

To Apply:

• To be considered for this position, submit your cover letter and resume to careers@dynatronics.com.

The following duties of this position are intended to be illustrative and not inclusive:

• Maintain high level of organization and strategic approach to assigned SC responsibilities.
• Develop and maintain a strong understanding of the materials, processes and inventory level needs necessary to ensure on time delivery to the Production needs and Customer schedules.
• Manage assigned buying for materials, services, MRO, etc., as required.
• Source product and follow approval processes for supplier, pricing and PO approvals.
• Manage suppliers, measure and report performance and address issues in a documented process.
• Drive strategic continuous improvement goals regarding quality, cost and delivery.
• Create, communicate and manage PO’s to line of sight inventory and production needs.
• Resolve price, quality and a/P issues in a timely manner.
• Escalate critical material shortage situations in a timely manner to the Director of SC.
• Interact with and answer questions from CS regarding products and availability.
• Track orders and provide information to various groups in a proactive and professional manner.
• Support internal Customers, develop positive relationship with suppliers and search market for optimized strategic SC solutions.
• Arrange and manage visits/meetings to/from suppliers including setting agendas, providing reports and doing follow up.
• Perform additional related duties as needed.

To Apply:

• To be considered for this position, submit your cover letter and resume to careers@dynatronics.com.

Services incoming repairs and troubleshoots repairs with dealers and customers via phone and email. Documents respective repairs and calls completed. Partners with Production to verify and calibrate production boards. Partners with Research & Development in new production releases and software testing.

Supervisory Responsibilities

Not applicable.

Essential Functions & Responsibilities:

• Complete written documentation in Visual of repair work on service orders and troubleshooting discussed with dealers and customers.
• Troubleshoot device problems with dealers and customers via phone and e-mail, creating service orders when needed.
• Implement change orders on equipment received for service.
• Install, start up, and shut down equipment in accordance with company safety procedures for machine activation and shutdown and in line with OSHA requirements.
• Service incoming repairs by using knowledge of electrical/electronics and mechanical principles to troubleshoot malfunctions and apply skills to restore equipment to factory specifications.
• Partner with Production to verify and calibrate production boards to meet monthly production goals.
• Partner with Research & Development during new production releases and software testing.
• Performs additional related duties as needed.

Competencies:

• Quality first
• Continuous improvement mindset
• Thoroughness
• Time Management
• Ethical conduct
• Attention to detail
• Influential, high level of written and oral communication skills
• Problem solving
• Technical capacity
• Teamwork
• Ability to follow direction
• Organization
• 10-key
• Ability to solder very fine pitch surface mount components and solder through hole components.
• Basic math skills
• Fine motor skills
• Ability to read and comprehend electronics schematics and mechanical assembly drawings, as well as write and follow instructions.
• Must be able to operate oscilloscope and DMM.

Experience & Education

• Two-year technical degree or accredited apprenticeship program, or the equivalent in a technical field
• 3-5 years of proven experience in the electrical/electronics or mechanical fields
• Thorough knowledge of electrical/electronic components and equipment, including the use of special instruments for diagnostic purposes (e.g., IPC soldering specifications)
• Ability to work in a fast-paced manufacturing environment

Position Type & Expected Work Hours

This is a full-time, benefit-eligible position. Work hours are from 8:00 to 5:00 with an hour for lunch. Evening, weekend, and after-hours work may be required as job duties demand.

To Apply:

To be considered for this position, submit your cover letter and resume to careers@dynatronics.com.