Service Scheduler

2 months ago

Montréal QC, Canada Natus Medical Incorporated Full time

**POSITION: Service Scheduler (Temporary)**

**LOCATION: (Remote-Natus Sensory)**

**SUMMARY**:
The **Service Scheduler** is primarily responsible for scheduling appointments, calibrations and follow-up appointments for Field Service Technicians.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Stay up to date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.
- Make outgoing calls to existing customers to schedule service calls as well as prospective clients and connect with customers post service events. Create/schedule at a minimum of 40 SA’s on a weekly basis
- Qualifies leads/service opportunities and follows through or communicates all valid leads to appropriate team members. Frequently scout out new service sales opportunities, through leads, cold calling, referrals, etc.
- Prepares service quotations as requested by either a customer, service team members, sales or management. Enters and processes service orders and customer information into CRM. Invoice/bill ALL daily Service Appointments as they are completed by Field Service Technician, this includes Credit Re-Bills as well.
- Work closely with Field Service Technicians for territory management and streamline monthly schedule whenever possible.
- Answers telephone calls promptly and professionally, answering inquires and directing them to the appropriate department or team member when necessary
- Handles customer inquiries regarding status of service orders and answers questions regarding service capabilities and offerings
- Excellent organizational and time management skills are required. Must be extremely attentive to detail and have the ability to work in high-pressure situations.
- Must be highly motivated and be able to adapt quickly to in an ever-changing environment
- Ability to develop and maintain excellent working relationship with all colleagues

**Travel Required**:
Minimal travel. Up to 15% domestic or international travel.

**Supervisory Responsibilities**:
This position does not have any direct reports.

**QUALIFICATION REQUIREMENTS**:
Education and/or Experience
- Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
- Fluent in both; French & English. Able to write, read, and speak in both languages.
- Minimum of 2 years of Customer Service experience with phone experience preferred.
- Working experience with ERP, CRM, and Salesforce preferred.
- Proficiency in MS Office tools - Outlook, Word, and Excel preferred.
- Excellent verbal and written communication, organizational and interpersonal skills.
- Ability to work within a fast-paced environment, multiple concurrent projects, and able to prioritize assigned projects.
- Initiative, attention to detail, customer focus, and commitment to ongoing process improvement.
- Ability to develop and maintain excellent working relationships across the Company and with our customers.

**Physical Requirements**
- Prolonged periods of sitting at a desk and working on a computer.

**Other duties**

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any given time, with or without notice.

**Pay Transparency**

Actual compensation offered may vary depending on skill level, experience, and/or education. Natus offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k employer contributions, paid time off, and much more.

**Affirmative Action/EEO statement**

Natus is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Natus also prohibits harassment of applicants based on any of these protected categories. It is also Natus’ policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.

Natus is committed to recruiting, hiring, and promoting people with disabilities and veterans. Applicants with disabilities may contact Natus directly via phone to request and arrange for accommodations.

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