Service Administrative Coordinator
Vor 5 Tagen
Belimed is a leading supplier of medical and surgical instrument sterilization, disinfection, and cleaning products and services. We are headquartered in Zug, Switzerland, and look back on more than 50 years of history. We have offices in 9 countries worldwide and are represented in over 80 countries thanks to a strong network.
As a Service Administrative Coordinator, you will coordinate field service resources to deliver exceptional service to all Belimed customers in your assigned zone(s). You will play an integral role in the service organization’s conversion to an active dispatch strategy and developing the processes to support this function.
You will assist field service with part identification, part order processing, and maintenance of technicians’ stock. You will also provide an audit of completed work orders and maintain the service database by entering and updating customer accounts and equipment information.
While typical work hours will be Monday-Friday, 8:00am - 5:00pm Pacific, you will partner with other Service Administrative Coordinators to share the responsibility for rotation of on-call coverage. This includes a periodic one week on-call schedule of nights, weekends, and holiday hours. Additionally, you will have the opportunity to travel occasionally (1-2 times per year) to our US headquarters for training and team development.
How you will impact Belimed and our clients:
- Receive and evaluate trouble calls from customers and field technicians via phone and email.
- Provide first-level technical support to customers and field personnel by assisting with identification, evaluation, and resolution of service and operational issues with the equipment.
- Escalate more complex service and operational issues to Level II technical support and leadership where necessary.
- Process the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and/or contract status, and collecting payment information from the customer for the service call.
- Escalate missing warranty/contract data from the Account Support Coordinator team.
- Communicate pertinent service information and coordinate with service technicians to ensure all service activities are accomplished per Belimed’s commitments to the customer.
- Schedule, communicate, and update customers regarding current requests for service & scheduled maintenance.
- Maintain the schedule (work, vacation, time off, etc.) for all service technicians.
- Provide clients with information on installed equipment, contract coverage, service costs, and service history.
- Manage customer expectations and commitments in a professional manner.
- Assist internal customers with part orders.
- Provide timely and accurate part identification and delivery times for service technicians.
- Keep current on part documentation by utilizing service systems to research part application.
- Communicate part issues quickly to management for resolution.
- Support service technicians with inventory control, including yearly inventory audit.
- Audit work orders to technically complete status.
- Identify work order information issues from COGI report.
What you need to succeed:
- High school diploma/GED or equivalent.
- Minimum of 2 years customer service/administrative experience in a business-to-business or field service environment.
- 1 – 2 years part department experience or part-related customer service experience.
- Experience in highly detailed work involving data entry, contracts, billing, etc.
- Innovative and flexible, with the ability to work in a matrix environment.
- Excellent customer communication skills with professional level verbal (extensive phone work is required) and written skills.
- Demonstrated success working in a cohesive, collaborative, and supportive cross-functional team to achieve shared goals.
- Strong planning, scheduling, and organizational skills.
- Excellent time management skills and the ability to prioritize effectively.
- Proficiency with software to include MS Office Suite with emphasis in Outlook, Excel, Word; communication software and database applications.
- Strong analytical/critical thinking skills and active listening/comprehension skills.
- Proven ability in the technical understanding of part functions.
- Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues.
- Ability to define and resolve problems, research, and collect data, establish facts and draw valid conclusions.
- Willing and able to periodically rotate to a later shift that includes on-call technical support and dispatch coverage during nights, weekends, and holidays.
- Ability to travel to US headquarters 1-2 times per year.
Join our team and take your career further.
As a full-time team member, you will be eligible for our excellent benefits package to include medical, dental, vision, life and disability insurances, 401(k) with a company match, multiple paid time off programs, flexible work from home options, and more
Belimed, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EOE
Resume submittals from individual recruiters or third-party recruiting agencies are not approved for this opportunity at this time.
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