Technical Service Administrator

2 weeks ago

Council of the City of Ryde, Australia KARL STORZ SE & Co. KG Full time

At KARL STORZ, we are dedicated to enhancing patient care through innovative solutions. Every role contributes to improving lives, and we value the impact of our work.

Key Responsibilities
  • Manage all stages of technical service workflows, including generating quotes and processing invoices within the ERP and service management platforms. A solid understanding of pricing structures for service replacements, new inventory, and exchange programs is essential.
  • Act as a primary user of SAP for service operations, ensuring accuracy in all transactions and inventory movements.
  • Serve as the first point of contact for technical service-related inquiries, providing initial support and directing calls to the appropriate engineer or technician. Assist field engineers with follow-up queries.
  • Oversee service requests from initiation through to completion, ensuring timely task completion and customer satisfaction.
  • Regularly monitor and maintain the service ticketing systems, addressing errors as they arise. Ensure database accuracy to comply with KARL STORZ service policies.
  • Collaborate with global repair centers to track international repairs, quotes, and warranty returns, including timely communication with our headquarters.
  • Provide customers with updates regarding service requests, estimated arrival times, and any modifications to scheduled services.
  • Professionally manage customer inquiries, complaints, and feedback to enhance service quality.
  • Reconcile parts usage with the technical service workflow to maintain accurate records.
  • Communicate service job status to relevant business units and follow up on outstanding quotations with customers and sales teams.
Required Skills
  • Experience in customer service or service administration is essential.
  • Prior experience handling technical support calls is highly advantageous.
  • Familiarity with SAP or similar ERP systems is preferred.
  • Ability to approach problem-solving in a calm and logical manner.
  • Strong interpersonal skills to interact with both internal and external customers professionally, enhancing the reputation of KARL STORZ and its offerings.
  • Proficiency in Microsoft Office Suite, from intermediate to advanced levels.
  • Experience in the medical device sector or with a medical device company is desirable.
Employee Benefits
  • Comprehensive leave benefits including annual, personal, and parental leave.
  • Transport allowance applicable to the role.
  • Onsite parking availability.
  • Access to public transport options.
  • Flexible work arrangements to support work-life balance.
  • Wellness programs and activities to promote health.
  • Opportunities for professional development and growth.
  • Global exposure and potential business travel opportunities as applicable.

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