TITLE: SERVICE ADMINISTRATOR
DIRECT REPORTING LINE: ADMINISTRATION MANAGER OR SERVICE MANAGER
The primary function of the Service Administrator role is to deliver efficient back office support to the service team and bring value to both the business and to customers through quick responses to customer queries, managing flow of orders and invoicing and reducing case times.
The Service Administrator`s tasks and responsibilities are aligned to company standard procedures. The job tasks include, but are not limited to:
" Ensure all incoming enquiries to the Service Inbox are responded too promptly, sending RMAs etc. where required
" Own the booking in of all incoming customer instruments ensuring each has the correct documentation (RMA, SDRG, PO) and follow up with the customers where necessary
" Release instrument to the workshop once ready for service/repair
" Daily review of active Service related Support Tickets. Making follow-up calls to the customers for the "Waiting for PO" or "waiting for Goods" and following up old tickets with Engineers at predetermined frequencies.
" Correctly handle shipments to/from manufacturing sites as part of the repair process providing POs to the manufacturing site and cost estimates to customers
" Ensuring Service invoicing is completed promptly, closing Service Orders on completion before shipping instruments back to customers
" Maintaining Service loan instruments and test equipment databases and movements ensuring calibrations are maintained
" Be the Service Key User for CRM - Checking Service CRM and monitoring transactions according to the company guidelines.
" Cooperation with marketing responsible person in regards of Service marketing activities
" Supporting the maintenance of CRM/SAP customer and instrument data for the organisation.
" Support other admin functions during absence
General responsibility within the organisation
" Generally, supporting Service people in all the processes, which are not instrument related technical issues.
" Supporting other functions during holiday and other absences
" Answering the phone and forwarding information to Service.
In regards to organizational issues, the employee will comply with the regulations set forward in the Company Employee Handbook and / or further regulations set forth on the Internal Database, except if otherwise stated. All sensitive information, especially in regards to HR has to be kept confidential at all times.
Minimum Required Education, Experience, Knowledge and Skills
" Business Administration qualification or equivalent.
" Experience in customer service.
" High attention to detail
" Highly organized and able to use own initiative to solve problems
" Good knowledge of MS-Office and SAP / CRM systems
" Fluent English in spoken and written
In-house systems to be used:
" ERP SAP
" CRM SAP
" Business Warehouse
" Lotus Notes
" Microsoft Office products