Service Coordinator

5 months ago

Blenheim Road, Australia Cepheid Full time

At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting. Learn about the Danaher Business System which makes everything possible.

The Technical Service Corodinator is responsible for processing service contracts, handling of all field service-related activities and maintaining accurate customer and install base records. In

addition, this role will support data management/collection/analysis and will independently

perform a variety of routine and non-routine support tasks for the ANZ Customer Care.

The Technical Service Coordinator, as an integral member of the Customer Care ANZ team, drives performance, is committed to precision, communication, quality and an unwavering natural approach of consistently aiming to achieve or exceed expectations.

**In this role, you will have the opportunity to**:

- Provide high level of administrative support to local operational teams, Field Services including contracted providers and customer by coordinating for all service-related activities (WO creation and dispatch, adequate spare parts inventory and replenishment, spare parts transfer, defective parts return, instrument swaps, IB/data update, relevant investigation and troubleshooting etc).
- Contribute to service revenue generation and management, including but not limited to

identification of service revenue opportunities, service contract processing and follow up, quotation, follow up and processing of billable sites; maintain and manage Equipment master in ERP and CRM systems to ensure installed base and

customer contact accuracy.
- Exercise judgment and discretion in planning, directing, and coordinating a variety of programs and activities in compliant manner; Continuously drive accurate and high
- quality results; strongly contribute to meeting KPIs and participate / lead Continuous Improvement programs, actively seeking and identifying new approaches to enhance business processes and contributes to local, APAC and global projects and initiatives.

**The essential requirements of the job include**:

- Degree or equivalent professional experience; minimum of 2 years’ experience in a fast-paced Customer Service or Order Management role in the Medical Device industry, or high volume-manufacturing environment.
- Works independently in a structured manner with the ability to prioritize critical tasks; works effectively with all Functional organizations to accomplish company and departmental goals.
- Excellent communication (verbal/written/presentation/relationship building).

It would be a plus if you also possess previous experience in:

- Experience with ERP/CRM systems (SAP, Salesforce and FSL).
- Excellent working knowledge of MS Office, particularly Microsoft Excel; Experience building and analyzing reports (Analytics, PBI or similar).

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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