The Role
The Service Support Administrator will provide a key interface with the customer, supporting all aspects of the equipment servicing processes. The successful candidate will demonstrate excellent external and internal customer focus throughout.
10 Month Contract
Location: North Dublin
Purpose of Role:
The Service Support Administrator will provide a key interface with the customer, supporting all aspects of the equipment servicing processes. Working in a team based environment in conjunction with Service Engineering and the Service Director, the successful candidate will demonstrate excellent external and internal customer focus throughout.
Principal Duties and Responsibilities:
- Meet and exceed customer expectations (both current and new customers), as the first internal point of contact for the customer.
- Proactive Management of Customer Relations
- Manage and respond to customer calls/queries in a professional manner
- Plan and coordinate the scheduling of service jobs with Engineering team
- Liaise with Service Workshop on booking-in of items, repair schedule, service order management and invoicing
- Communicate progress / status of service jobs to customer
- Coordinate repairs with manufacturers as required, incl. Purchase Orders
- Record and analyse customer satisfaction using feedback procedures
- Support periodic customer site visits as required
- Manage customer billing in a timely manner, promptly resolving invoice queries.
- Provide Quotations to customers in a timely manner and to a professional standard.
- Service Order Processing and Purchase Order processing (spares)
- Support the management of Service Contracts with customers
- Support the Tender Process by providing service inputs to Tender Response
- Work in a team based manner
- Partner with Service Engineering, providing required support.
- Actively contribute to a very positive team environment and performance.
- Attend and be a valued contributor to Service Engineering Meetings as required
- Management of projects and other duties that may be assigned from time to time
The Person
Role Requirements:
- 1 - 2 years’ direct experience in a Service Support / Customer Care role preferably in a medical device / healthcare environment.
- Third level qualification whilst not a pre-requisite would be an advantage.
- Demonstrates a strong Customer Orientation, delivering an exceptional service in order to meet and exceed our customers’ expectations
- Effective Communicator: Professional and excellent verbal and written communication skills. Excellent interpersonal skills.
- Results Orientation: Demonstrates the ability to achieve tangible and measurable results. Makes and Meets Commitments
- 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
- Good analytical skills to help drive process improvements
- Demonstrates excellent organisational skills with the ability to prioritise in a busy environment with competing demands
- Good administrative and IT/computing skills with experience in using an ERP system
- Demonstrates energy, real initiative and ability to work independently
- Comfortable with ambiguity and flexible to adapt to changing situations