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Technical Service Administrator
2 months ago
At KARL STORZ, we are dedicated to enhancing patient care through our innovative solutions. Our contributions are significant, and every role plays a part in improving the lives of patients globally.
Key Responsibilities- Manage all aspects of the technical service workflow, including generating quotes and processing invoices within the ERP and service management systems. A solid understanding of the pricing models for service replacements, new inventory, and service exchange programs is essential.
- Act as a primary user of SAP for service operations, ensuring precision in all transactions and inventory management.
- Serve as the initial point of contact for all technical service-related inquiries via phone, providing first-line 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, guaranteeing timely task execution and customer satisfaction.
- Regularly monitor and manage the service ticketing systems to identify and rectify errors. Maintain database accuracy to comply with KARL STORZ service policies.
- Collaborate with global repair centers to track international repairs, obtain quotes, and manage warranty returns, including timely communication with our headquarters in Germany.
- Update customers on the status of their service requests, including estimated arrival times and any modifications to scheduled services.
- Professionally address customer inquiries, complaints, and feedback.
- Reconcile parts usage with the technical service workflow effectively.
- Report on service job statuses to relevant departments and follow up on outstanding quotations with customers and the sales team.
- Prior experience in customer service or service administration is required.
- Experience in 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.
- Proficient in interacting with both internal and external customers in a way that meets their expectations and upholds the reputation of KARL STORZ Australia and its offerings.
- Intermediate to advanced skills in Microsoft Office Suite.
- A background in the medical device industry or experience with a medical device company is desirable.
- Comprehensive leave benefits including annual, personal, and parental leave.
- Transport allowance where applicable.
- Onsite parking facilities.
- Access to public transport options.
- Flexible working arrangements.
- Wellness programs and activities.
- Opportunities for professional development.
- Global exposure and potential business travel opportunities where applicable.
