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 escalate (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,