Medical Device Customer Service Representative

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

Job Title: Medical Device Customer Service Representative Reporting To: Supervisor, Service Customer Serv Work Schedule: Fully Remote Salt Lake City, UT

Moog Medical Devices Group designs, manufactures, and distributes industry-leading enteral feeding and infusion pumps. These advanced infusion systems improve medication/patient safety, optimize application performance, reduce medical expenses and SAVE LIVES. Our Medical Devices team in Salt Lake City, UT is looking for a polished Customer Service professional to join their dynamic team. You will report directly to the Customer Service Supervisor and enjoy a very collaborative and flexible working environment. While we’re excited to offer this position as fully remote, the ideal candidate will also live within a commutable distance from our SLC facility to attend in-person training and provide periodic on-site support as needed.

As our Medical Devices Customer Service Representative, you will make critical contributions by holding responsibility for:

• Process customer orders and requests for product repair via phone/fax/email; enter all relevant info into the ERP/order entry system Generate and transmit order confirmations and manage customer expectations with regards to delivery timelines
• Support and initiate pricing dispute process
• Process product replacement orders, provide shipping labels and coordinate the return/replacement of items in a timely manner
• Support, address, research and escalat (as needed) customer issues; respond to all inquiries/requests, report urgent complaints, investigate disputes, provide warranty info and trouble-shooting assistance where possible
• Provide additional support to customer service and sales colleagues as needed, assisting with projects, reporting and any customer-related issues as needed
• Troubleshooting Filter and transfer all clinical support calls to Clinical Help Desk
• Log all customer complaints into Complaint Handling System (QAD & Master Control)
• Ask probing questions to determine service needs and accurately input information into electronic systems.

To be considered for this Program Manager role, here’s what you’ll need to bring with you:

• High School Diploma or equivalency (GED) required
• 3+ years of related experience and/or training in customer service, call center, or similar role required
• Prior experience with medical devices a HUGE plus!
• Strong computer/technical skills with demonstrated competencies with data entry into an ERP (or similar) system and Microsoft Office applications.
• Meticulous attention to detail and superb problem-solving skills
• Exceptional customer service skills with strong phone etiquette, active listening and communication skills

In return, we care for you by providing incredible "work perks" including:

• Financial Rewards: Great compensation package, bonus opportunities, matching 401k and the ability to participate in Employee Stock Purchase Plan (select locations), Flexible Spending and Health Savings Accounts
• Work/Life Balance: Flexible paid time off, holidays and parental leave program
• Health & Wellbeing: Comprehensive insurance coverage including medical, dental, vision, life, disability, Employee Assistance Plan (EAP) and other supplemental benefit coverages
• Professional Skills Development: Tuition Assistance, mentorship and coaching opportunities, leadership development and other personal growth programs
• Collaborative and Welcoming Culture: Warm, respectful, family-like environment rooted in our 12 core values. Enhanced by multiple employee-led Employee Resource Groups, and various team-building activities, delivering a truly open and supportive workplace

Additional site specific benefits may also be offered

Salary Range Transparency: Salt Lake City, UT $19.00 $21.00 Hourly Salary Range Disclaimer

The base salary range represents the low and high end of the Moog salary range for this position in the given work location. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range(s) listed is just one component of Moog's total compensation package for employees. Other rewards may include annual bonuses, employee stock purchase plan, an open paid time off policy, and many region-specific benefits.

This position requires access to U.S. export-controlled information.

Moog offers an inclusive workplace, and, as such, affirms the right of every person to participate in all aspects of employment based on merit without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.