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Service Coordinator

4 weeks ago

Sydney, Australia STERIS Full time

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

**The Difference You Will Make**:
STERIS ANZ is hiring a **Service Coordinator.**Reporting into Service Manager, you will be coordinating and supporting the Field Service Engineer (FSE) team to increase the competitive advantage of STERIS business and the Customer satisfaction in the Australian and New Zealand Market.

**What You Will Do**:

- Install base database maintenance including warranty management.
- Prepare and issue Service quotations
- Service contract administration - elaborate, bill and administrate the service contracts and revenue:

- Service order entry and management (parts, labor & contracts)
- Review Customer Purchase order and work with District Service Manager (DSM) to resolve any discrepancies.
- Assigning appropriate equipment entitlements and adding or deleting equipment on agreement.
- Establishing invoice schedules and processes credits to agreements and service requests.
- Establishing and maintaining changes to preventative maintenance schedules in accordance with engineering guidelines while balancing workload to optimize FSE utilization and Customer satisfaction.
- Service record maintenance. Maintain vital documentation and keep data updated according to local SOPs.
- Support Service Team by actively monitoring PM Service Contract base and initiating the proper activities to improve district performance including:

- Evaluates and scheduling each PM FSR’s monthly workload.
- Address invoice errors and data corrections and maintenance including:

- Receive and process all requests for service invoicing issues, per credit/rebill process to ensure district revenue is accrued in the proper invoice period.
- Assist the collections department with research and customer follow up to resolve outstanding Service invoicing issues.
- Correct errors and educate field on how to avoid errors in the future.
- Maintain and move equipment in Siebel and manage equipment parent/child relationships.
- Assign technicians to service requests as required and actively review and release items from the service backlog.
- Manage the spare part store and to continuously develop new ways to improve:

- Service parts inventory maintenance (office and trunk stock) - physical and in Oracle
- Service parts inventory purchasing - Internal and external.
- Purchasing of non-inventory service parts and services
- Work with service team on parts forecasting
- Maintenance of company tooling, equipment and parts inventory in orderly manner.
- Receipt and inspection of incoming service parts
- Coordinate delivery of service parts with service engineers and/or supply chain coordinator
- Complaint handling: Perform daily administrative function such as recording of field problem or updating of service record in CRM system.

**What You Will Bring**:

- Adequate years of relevant working experience
- Prior field experience in medical devices repair or hospital medical equipment management will have an advantage
- Excellent communication, organization and customer service skills
- Independent, meticulous & organized
- Strong sense of initiative, responsibility & positive work attitude
- Team player mentality

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.