Analista de Assistência Técnica

What Service & Repair Analyst contributes to Cardinal Health  

The Service & Repair Analyst Brazil (SRA BR), the SRA will support the administrative activities from the Service & Repair Latam organization. This includes receiving customer calls regarding maintenance, follow up reverse logistics, process inbound of devices returned from field, issue quotations for repairs, provide device shippment for the customer, ensure inventory accuracy, support for calculating the department’s KPIs, support for scheduling preventive and corrective maintenances, among related activities. May support the manager regarding topics of other Latam service sites.

This position will report directly to the Latam Services and Repair manager, and will be located at the company’s operations site at Cajamar/SP.

Accountabilities in this role: 

• Point of contact with customers (e-mail and phone).
• Support customers with basic information about installed base, service order status, providing basic guidance for customers to avoid user errors.
• Organize reverse logistics by guiding the customer on the required documents, involving Logistics department for providing fiscal documents and transport. Process inbound of the device, ensuring documents and physical contents are correct. Interact with customers to fix discrepancies.
• Screening of the received devices for visual inspection (check for accessories, misuse signs) and basic functionality and verify if customer needs to be charged for damages, according to received guidelines.
• Provide quotation for the repairs based on technical team’s evaluation and basic negotiation with customers. Issue sales orders for the repairs approved.
• Provide device shipment for the customer after repairs or for new fixed asset contracts.
• Provide device replacement in case field service is not possible or not feasible.
• Retrieve reports from the systems in place for calculating KPIs.
• Support the Operations department regarding shipment of fixed assets after a new rental or comodato contract is signed by the customer.
• May interact with the technical team for opening service orders or correcting information.
• Support manager updating Installed Base on local systems and retrieves information to correct discrepancies.
• Support technical team handling unforeseen difficulties during travel regarding customers, flight or hotel.
• Provide technicians with spare parts and tools.
• Control calibration schedule for analyzers and tools.
• Control the department’s contracts due dates, ensure contract execution (maintenance, rented machines, pest control, among others) and make quotations with suppliers.
• Provide purchase of office supplies for the operations site.
• Interact with the 3PL to organize product and spare parts transfers required for the technical team’s work.
• For CAH fixed assets returned from field, remove all labels, IDs attached by the customers. Clean and disinfect received devices according to protocols.
• Attend customers or service providers that eventually go to our operations site.

Qualifications 

• Technical degree or certification in Electronics and or related areas is highly desirable.
• Business administration degree.

• English proficiency level:  Technical English for reading. 
• Portuguese proficiency level:  Fluent or native. 
• Demonstrated excellence in written and oral communication. 
• Driven with ability to work independently under minimal supervision. 
• Knowledge in MS Office (Word, Excel, PowerPoint). 
• Excellent customer and interpersonal skills, well organized, able to multi-task, able to work with multiple groups internally and externally, strong work ethic. 
• Must be able to maintain multiple projects at one time. 
• Hybrid work (at least 3 days per week at the operations site, negotiable according to the demands)

What is expected of you and others at this level? 

• Interacts with peer customers and suppliers at various levels may interact with senior management 

• Interactions normally involve resolution of issues related to operations and/or projects 
• Gains consensus from various parties involved 
• Work to achieve operational targets or service standards 
• Come to agreement by managing communications through discussions and compromise.  Issues are short-term operational, mid-term tactical, or limited strategic in nature 
• Adapt or enhance quality or value in existing methods; make better as part of day-to day activities 

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.