Service Support Administrator

Purpose of Role:

The Service Support Administrator provides a key interface with the customer, coordinating all aspects of supporting Capital Equipment in the field including equipment servicing and repair processes. Working in a team environment in conjunction with the Technical Services Team, the successful candidate will demonstrate excellent external and internal customer focus throughout. Specific duties will be assigned under the direct supervision of the Service Support Manager.

Principal Duties and Responsibilities:

• Meet and exceed customer expectations (both current and new customers), as the first internal point of contact for the customer.
• Proactively respond to and manage customer calls/queries in a professional manner assigning service jobs with engineering team.
• Update Business Central with logged actuals for repair, inspection, PPM, contract, and scheduled call outs.
• Maintain accurate equipment lists with customers incl. equipment exiting warranty.
• Inform customers of products in the field going End of Life/End of Service to help drive sales/replacement of legacy equipment in the field with the Sales Team.
• Process Service Orders in a timely & accurate manner/ Maintain service documentation including service reports.
• Provide Quotations to customers in a timely manner, to a professional standard & secure customer purchase orders.
• Coordinate and control all aspects of the service contract SLA for each customer.
• Liaise with the Engineers on the scheduling of service visits and callouts for Engineers with customers, monitoring and reporting on completion status.
• Issue customer invoices in a timely manner and resolve invoice queries / Liaise with Finance regarding billings.
• Proactively communicate progress & status of service jobs to customer.
• Coordinate repairs with manufacturers as required, incl. Purchase Orders.
• Periodically report to customers outlining service contract performance.
• Process Purchase Orders to suppliers for spare parts.
• Update supplier and customer systems as required e.g. Salesforce.
• Booking in equipment for our onsite Engineering Workshop.
• Work with our Sales & Tenders teams contributing to the completion of tenders.

Role Requirements:

• Effective Communicator: Professional and excellent verbal and written communication skills. Excellent interpersonal skills.
• Demonstrates the ability to achieve tangible and measurable results.
• Confident in own skill set and demonstrated ability to use own initiative.
• Teamwork: Actively contribute to the development of a positive team environment, demonstrating a flexible approach.
• Attention to Detail: Ensures that work is executed accurately and completely, paying close attention to the detail.
• Demonstrates excellent organizational skills with the ability to prioritize in a busy environment with competing demands.
• Good administrative and IT/computing skills. (Experience using Excel is a must)
• Proficiency using an ERP system (MS Navision, Business Central, ERP with a service module is desirable).

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