Technical Services Coordinator

2 weeks ago

Macquarie Park, Australia BD Full time

**Job Description Summary**: Job Summary:
This role will be responsible for Client Relationship & Engagement, Scheduling & Support, Technical Support and Communication & Reporting. The Technical Services Coordinator will provide Technical L1 support for ROWA customers in ANZ.

**Responsibilities**:
Client Relationship & Engagement
- Build and maintain client relationships
- Ensure telephones calls are answered in a timely and professional manner.
- Assist with the coordination of service dept resources through the installation phase.
- Understand customer requirements via interpretation of collected service data, maintaining relationships with internal and external stakeholders, and continually assessing customer service priorities.
- Follow appropriate escalation path for Service issues as required.
- Manage eCommunications and regular engagement with Customers via Surveys, Automated notifications, and other contact to increase client satisfaction and strengthen customer relationships.

Scheduling & Support
- Be accountable for the smooth operation of service scheduling to the Remote Service Technicians (RSTs) utilizing the scheduling system.
- Schedule and complete weekly survey calls.
- Complete all required documentation and report back to the manager.
- Prioritize and escalate service jobs appropriately including interstate work, contractor related events.

Technical Support
- CRM Administration including continual improvement in processes and data management.
- Software support for clients and RSTs Mosaic (Dispensing SW) level 1 support
- Access operating manuals to resolve queries and to continue to build knowledge base.
- Provide client support for automation products.

Communication & Reporting
- Ensure all customer information, updates, support queries and issues are logged and updated on a regular basis within the electronic support system (Salesforce, CRM, ServiceMax)
- Provide reporting and documentation as requested by Management, including updates on KPIs per Month as listed below.
- Audit RST reported data.
- Understand the service level agreements and report on successful/not successful service level compliance.

**Job Requirements**
- Demonstrated customer service experience
- Administration - strong attention to detail
- Technical troubleshooting experience (over the phone)
- Clear communication skills
- SAP and Excel is required
- Medical Device, Pharmaceutical, IT or Telecoms industry

We are **the makers of possible**

BD is one of the largest global medical technology companies in the world. _Advancing the world of health_ is our Purpose, and its no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

**Culture and Benefits**

Here at BD, we embrace a growth mindset, building capabilities for the future and helping you become the best version of yourself. We offer our employees a clear direction and career pathway for development. We pride ourselves on our transparent and rigorous talent processes that are inclusive, deeply embedded in trust, aligned with our culture, and enable us to achieve strategic imperatives of the organization. Our leaders are committed, engaged and accountable to making talent our top priority.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

**Primary Work Location**: AUS Sydney - North Ryde

**Additional Locations**:
**Work Shift**:

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