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Account Coordinator

Topcon Agriculture Americas

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Oakland, NJ
LOCATION

Job Description

As posted by the hiring company

Job Overview:

Based in Oakland, NJ, Topcon is a comprehensive diagnostic device manufacturer within the worldwide eye care community. It introduced the world’s first commercial back-of-the-eye Spectral Domain (SD) and Swept Source (SS) optical coherence tomography (OCT) systems, which have driven innovation in eye care.

More recently, to develop the most efficient, pragmatic and state-of-the-art solutions, Topcon formed a new strategic division, Topcon Healthcare Solutions, whose primary objective is to create world-class software solutions for the eye care industry and beyond. The company's products enable the collection and visualization of a wide range of imaging and clinical data while providing quantitative and clinical analysis capabilities.

Topcon’s software gives clinicians access to patient exam data captured from OCTs, Visual Fields, Fundus Cameras, and other Topcon and third-party devices. Topcon leverages its new data management system called Topcon Harmony, where practitioners gain access to both DICOM and non-DICOM information stored in a central, cloud-based environment. Additionally, Topcon now provides an integrated service that connects practitioners to an extensive network of reading services to assist in the management of sight-threatening eye diseases.

8803- Customer Service Support (Levels 1 through 4): Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

  • Interacts and communicates with Customers, Sales Team, Clinical Application Specialists and Project Manager
    Creates the schedule of the Clinical Application Specialist Team while ensuring appropriate coverage and budget
  • Following up with Customers upon scheduling the CAS and looping in Sales, CAS and the Project Manager.
  • Updating the CAS Team, Customer, Sales and Project Manager on any changes that are made to the installation/training date.
  • Scheduling the Field Service Engineer Team when a repair or upgrade is needed.
  • Handling requests for additional company materials, updating excel spreadsheets on training dates
  • Documenting all installation/training requests through ServiceMax.
  • Document all interactions with the customer
  • Coordinating with Technical Support if the CAS Team needs troubleshooting assistance.
  • Coordinating with the Order Entry Team on Sales Orders for Installation and Training records.