General Overview of Position:

The Coordinator for the Clinical Training Department provides customer support related to customers’ clinical inquires; tracks and schedules customer training through clinical consultant trainers; tracks and follows-up of incident reports, Customer Satisfaction Surveys, and Dashboard reporting through SalesForce. 

Specific Duties and Responsibilities:

·         Respond to customer clinical inquiries

o   Fields central clinical inquiries and triages it to appropriate QA person, clinical trainer or department, example – service  (phone, e-mail from Syneron web-site)

o   Handles turnkey clinical questions or triages to appropriate internal associate capable of handling inquiry

o   Customer support for all systems

·         Track and schedule customer re-trainings

o   Obtain necessary approvals for non-paid (gratis) re-trainings

o   Assign and invoice all re-trainings, confirm invoice payment

·         Assist with tracking  incident reports

o   Administrative support for intact and complete files

o   Notify clinical trainer to collect and document incident report details

o   Communicate with service department or appropriate internal department for pertinent information needed for report completion

o   Makes follow up calls to customer and internal departments concerned to close files as needed

·         Assists with coordinating customer supplemental training offerings, team clinical training events and/or meetings

·         Assign and track trainings to the consultant trainers

·         Track training progress through Sales Force.  Insure trainings are scheduled on a timely basis.  Check dashboard to research stale dating on trainings/any delays or on hold trainings.  Notify appropriate sales representative of trainings scheduled and any delays

·         Follow up on completed trainings to identify any areas which need follow up from coordinator or other appropriate colleague

·         Follow up on Customer Satisfaction Surveys as directed

Requirements and Qualifications:

·         Excellent knowledge of MS Office suite, with main emphasis on Excel and PowerPoint;

·         Min. 3 years’ experience as an Admin Assistant/Coordinator or Customer Service, especially within a clinical/hospital department/unit.

·         Knowledge and/or background on lasers, cosmetic applications, or equivalent clinical skills will be considered a definite asset.

·         Exposure with dealing with customers, mainly over the phone, in a professional and timely manner.

·         Excellent follow-up and multitasking abilities

·         Able to communicate well within all levels of the organization

·         Enthusiastic, team-oriented and proactive

·         Some travel may be required