Customer Support Product Specialist

Permanent position with excellent benefits

Work from home 1-3 days per week

Inclusive and diverse culture

We are looking for an enthusiastic individual with a strong work ethic to join our friendly, well respected and long-established company.

You will be joining a dynamic team where you can establish long-lasting working relationships with your immediate peers and the wider company.

The Customer Support Product Specialist for Cook Capital Equipment works closely with customer support, service, and the divisions to coordinate the delivery of routine maintenance and remedial service within the APAC market.  This role responds to customer questions with regards to service offerings, service scheduling, and service pricing and secures purchase orders from customers. In addition, this role is responsible for coordinating some regional projects as required.

At Cook Medical, we understand that unique perspectives, ideas and contributions only strengthen our workforce and encourage innovation through solving problems together.

• Subject matter expert on capital equipment portfolio and service requirements.
• Respond to questions from sales team and customers regarding service packages, pricing, quoting and service recommendations from manufacturer.
• Expedite service quotes and PO acquisition for repairs identified during preventative maintenance.
• Assist Field Based Technicians with service scheduling efficiency by identifying additional service calls within close geographical locations.
• Work closely with Divisions Pricing Team and Area Business Managers to monitor pricing, discounts, rentals, bundles, and other offers to ensure accuracy of system data and alignment between teams.
• Responsible for metrics and reporting on service efficiency/profitability.

To succeed in this role, you must have the following:                    

• Ability to speak Japanese fluently.
• Demonstrated work experience in medical device service-related field desirable.
• Customer Service experience essential.
• Intermediate Microsoft Office proficiency (Excel, Word, PowerPoint) essential.
• Detail oriented with strong organizational skills and ability to meet time sensitive requirements.
• Product and order system knowledge desirable.
• Ability to multi-task and handle competing priorities while under pressure.

What’s in it for you?

• Stability of a long-established company
• Values recognition and service awards
• Monthly bonus based on global sales performance
• Top Hospital Private Health Cover for immediate family
• Work from home 1-3 days per week
• Subsidised cafeteria
• Flexible start/finish times
• Ongoing training and development
• Access to educational assistance

Candidates applying to this role must be a permanent resident or citizen of Australia

This role is to commence as soon as possible, and shortlisting will commence immediately. 

About us:

Since 1963, Cook Medical have been inventing, manufacturing, and delivering a unique portfolio of medical devices to healthcare systems around the world. We work closely with physicians to develop technologies that improve patients’ lives. Because we remain family owned, we have the freedom to focus on what we care about: patients, our employees, and our communities.

At Cook Medical, we use our high ethical standards and core values to guide our decisions and actions. We approach innovation by first listening to understand and then creating a solution. 

Supporting a Diverse Workforce:

We are proud of our diverse workforce and value individual contribution. We appreciate that every employee can add value to our organisation in their own unique way and want to ensure that our company culture stays balanced and strong. 

We encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, people from the LGBTQI+ community, and anyone else who wants to be a part of our Cook Australia family.

Community Commitment:

Our community program seeks to have a positive, transforming impact on our people, the environment and our local community. The program has four pillars:

• Community Engagement: We support our local community through philanthropy, education and partnerships. Our employees have been at the forefront of these initiatives, and we’re proud of their contribution to making our community stronger.
• Environment and Sustainability: We are committed to being good stewards of the environment by aiming to ensure that our practices and processes are sustainable and responsible.
• Employee Engagement: We invest in our internal community through developing our employees, supporting their wellbeing and promoting an inclusive and diverse culture.
• Reconciliation: We’re exploring a pathway towards making a meaningful commitment to Reconciliation by strengthening our understanding and appreciation of Aboriginal and Torres Strait Islander peoples’ cultures, history and diversity.

Learn more about us:

Visit www.cookmedical.com.au/careers