Robotics Support Specialist & Coordinator II

The Robotics Support Specialist & Coordinator II, based in Plymouth MN interacts with Marketing, Sales, RIC's, Logistics, Robotics Operations, Pricing, Credit & Collections & customers via phone, email or in person. Point of contact for all quotations, orders, support & services of all Robotics Capital Equipment, products & services, worldwide. Ensures safe guarding of confidential patient and customer information that may be access in daily performance of duties. Other responsibilities include; maintaining a great relationship and working closely with all external and internal teams, i.e.; Production, Warehouse, Shipping, Sales, Marketing, Legal and Compliance. This position works under the supervision of the Manager Robotics Support and S&OP.

Support (All Support Activities are for All Robotics Accounts Worldwide.)

• Process Product, and/or Software & Service Quotes following Finance pricing guidelines.
• Coordinates & manages and is responsible for placing all sales orders for Robotics/Capital Equipment.
• Coordinates the logistics for all shipments, installations and placements of new or existing Robotics/Capital Equipment.
• Invoices all Robotics Products and Software & Services.
• Manage and maintain all Robotics account information; i.e. customer contact, addresses, surgeon names. ECT.
• Handles and coordinates escalated shipments & movements of Robotics/Capital Equipment, from one facility to another.
• Provide Sales support to Robotics Field Reps by generating quotes for parts and services, using existing Master Price List or Transfer Price List.

Service (All Service Activities are for All Robotics Accounts Worldwide.)

• Responsible for placing, coordinating and managing all sales orders for parts & services for Robotics accounts from receipt to delivery of products and services.
• Coordinates, manage and track all Field Service Reports for Robotics accounts and works with the Complaint Department as needed, domestically.
• Provide technical support & services for Robotics accounts.
• Works closely with the Robotics Service Team to identify service issues to resolve service issues.
• Work with the Robotics Service Team to provide reports on upcoming Preventative Maintenance for all Domestic Robotics Accounts.
• Coordinates and maintains Service Warranty dates for all Robotics accounts.

Special Projects

• Coordinates & manages new Robotics product launches and roll-outs.
• Track and manage status of back logs and back orders for all Robotics accounts, worldwide.
• Processing of advanced SAP reporting and data entry
• Work with Marketing, Regulatory, Service and Manufacturing on new market releases
• Run reports for all Robotics special projects as needed via SAP or Salesforce
• Cross Franchise Support when/where needed.
• Working on System/IT Enhancements Testing (UAT)
• Processing of inventory management to include allocation of product
• Contribute and show willingness to participate in projects, acquisitions, programs & promotions and additional tasks as required to assure the functional group performs at its optimum

Location: Plymouth MN or Andover MA

Requirements:

• High School diploma or equivalent required
• A minimum of 3-years of experience working in a similar Customer Service/Sales Support role/environment is required.

Travel: Up to 5% local and national

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.