William Demant Holding Corporation (WDH) is a Denmark-based manufacturer of Hearing-related products and services. WDH is comprised of multiple market-leading Hearing Aid and Audiology Screening and Diagnostic equipment/service companies. The E3 Diagnostic division is the US sales, service and distribution function for all company manufactured instruments/equipment (excluding Hearing Aids) as well as for several non-William Demant Audiology instrument companies. The E3 Diagnostics division is the leading provider of Audiology equipment and service and is comprised of one central General Office (Arlington Heights, IL) and several dozen Sales and Service offices throughout the continental US.
The Local Service Administrative Assistant will coordinate the day to day operations for the e3 Longmont office. This position requires a customer service focus with strong communication skills and the ability to confidentially manage multiple priorities. The E3 Diagnostics division is the leading provider of Audiology equipment and service, this position is located in Longmont, CO.
Respond to daily user requests/issues/assignments, and document progress and resolution within the company service request ticketing and tracking system
Excellent verbal communication skills providing accurate information as needed when responding to all incoming calls; professional and timely correspondence
Confidentially process mail and distribute; prepare mail for pick-up
Maintain and communicate technician schedules according to guidelines, including scheduling annual calibrations, installations, routine service, and emergency repairs
Serve as point person between the service technicians and corporate personnel; ensure all paperwork is accurate and submitted timely to Corporate as identified
Maintain customer database, including updates to addresses, phone numbers, email addresses, and contact names
Maintain files ensuring all service paperwork is filed correctly and accessible as needed
Maintain updated and accurate price lists to ensure all parts and service are quoted/billed correctly
Track and follow customer orders through the system, beginning with the order all the way through installation
Responsible for accurate and complete paperwork is submitted in a timely fashion; follow up on part(s) delivery and/or connecting with Local Sales Administrative Assistant with equipment delivery confirmation; schedule installation and in-service; communicate with customer and salesperson; submit all paperwork to corporate for billing
Serve as local office contact for receiving and shipping of parts
Schedule, coordinate, and track all in-house and manufacturer repairs
Obtain Return Merchandise Authorization (RMAs), when appropriate, and ensure replacement or credit is received for the RMA
Provide technicians with pertinent information related to service calls
Review and submit all service calls for invoicing, ensuring there are no pricing errors
Assist in generating and completing customer quotes for service and equipment
Order parts as required; ensure purchase orders (POs) are provided to appropriate stakeholders
Collaborate with Corporate with schedule, shipping & receiving coordination of demo units
Provide monthly customer calibration reminders and follow ups, and schedule accordingly
Support new prospect/customer initiatives
Actively manage the outstanding account receivable balances completing collection calls and providing customers with information associated with payment
Schedule and participate in office meetings; keep notes and verify that appropriate follow-ups occur
Serve as backup to the Local Sales Administrative Assistant
All other duties as assigned
High School Diploma or GED preferred
Office Administration experience working with Sales and Service Technicians
Proficient in Microsoft Office suite, especially Outlook and Excel
Ability to work independently; highly detailed and organized
Strong communication skills, written and verbal
E3 Diagnostics is part of the Demant Group. Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people's hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.
The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.
We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
William Demant Holding A/S