Repair Coordinator I
Hu-Friedy Mfg. Co., LLC
Summary
The Repair Coordinator is a liaison between the Repair Technicians, Customer Care, and the larger Field Sales Team. This individual must be detail-oriented, customer-focused and deadline driven. The primary role is to receive, analyze, and process all items sent in for repair & sharpening, or warranty consideration. This individual uses a computer for data entry and prepares repaired or returned products for shipping back to customers while ensuring department objectives are met and supporting the Dental product line and services.
Job description
Repair Assessment
- Decontaminate/sterilize returned product
- Determine if item can be repaired or not
- Interpret and apply correct warranty policy
- Accurately process repair paperwork for order processor
- Process repair orders when necessary
- Package and ship serviced product back to Customer
In Warranty / Out of Warranty Considerations
- Interpret and apply correct warranty policy
- If under warranty, scrap product and forward paperwork to Customer Care for processing
- Process replacement orders when necessary
- If out of warranty, decontaminate/sterilize and forward return to Customer Care for processing
Packing / Shipping Serviced Product
- Use proper packing materials to protect serviced product before shipping
- Interpret and apply correct shipping software
Duties
- Accurately process and efficiently record Customer returned/repair orders data into SAP
- Professionally handle incoming requests from Customers and internal partners and ensure prompt and thorough follow-up
- Investigate warranty status and repairability and determine course of action
- Maintain an organized and clean work area for repair and sharpening orders, ensuring that all instruments flow in/out in a timely manner
- Internally communicate order, repair and return estimates to Customer Care Representative
- Create and maintain up to date documentation on all procedures and processes for all tasks related to this position
- Play an active role in continuous process improvement
- Meet department productivity and quality goals
- Interface with other departments to meet Customer needs, achieve efficient operations, and ensure Company goals are met
- High label and repair order accuracy and inspection before and after the product has been serviced
- Pack, label and ship serviced product to customers using the company's systems and resources
- Monitor and record keeping of the cleaning/decontamination equipment
Requirements
- Detail-oriented
- Customer-focused
- Deadline driven
- Strong organizational skills
- Ability to interpret and apply warranty policies
- Proficiency in data entry
- Experience with shipping software
- Experience with inventory management systems
- Thorough knowledge of applicable products and services
- SAP experience
Benefits
- Competitive salary
- Comprehensive healthcare benefits
- Tuition assistance
- Paid time off
- Holidays
- 401(k) matching
- Annual merit plans
- Incentive plans
Company overview
Hu-Friedy Mfg. Co., LLC is a leading American manufacturer of high-quality dental instruments and infection prevention products. Founded in 1908 and headquartered in Chicago, Illinois, the company has established itself as a premier provider of precision dental hand instruments, including scalers, curettes, explorers, and periodontal probes. Hu-Friedy is renowned for its commitment to craftsmanship, innovation, and quality, with many of its instruments being hand-finished by skilled artisans. The company operates globally, serving dental professionals in over 100 countries with a comprehensive portfolio that includes instrument reprocessing systems, sterilization monitoring products, and instrument management solutions. Hu-Friedy maintains a strong reputation for durability, precision, and ergonomic design in its products, which are essential tools for dental hygienists, periodontists, and general dentists. The company's focus on infection control and instrument care has positioned it as a trusted partner in dental practices worldwide, contributing to improved patient safety and clinical outcomes through reliable, high-performance dental instruments.