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 the lives of patients around the globe.

Key Responsibilities
  • Manage all aspects of technical service workflows, including generating quotes and processing invoices within the ERP and service management systems. A thorough understanding of pricing structures for service replacements, new inventory, and service exchange programs is essential.
  • Act as a primary user in SAP for service functions, ensuring precision in all transactions and inventory movements.
  • Serve as the first point of contact for all technical service-related inquiries via telephone, providing initial support and directing calls to the appropriate engineer or technician. Assist field engineers with callback queries.
  • Oversee service requests from initiation to resolution, ensuring timely completion of tasks to meet customer satisfaction.
  • Regularly monitor and maintain the service ticketing systems, addressing errors and ensuring compliance with KARL STORZ service policies.
  • Collaborate with global repair centers to track international repairs, quotes, and warranty returns, including timely follow-ups with Germany.
  • Keep customers informed about service requests, including updates on estimated arrival times and any changes to scheduled services.
  • Professionally address customer inquiries, complaints, and feedback.
  • Reconcile parts usage with the technical service workflow.
  • Communicate and report on service job statuses to relevant business units, actively pursuing outstanding quotations with customers and the sales team.
Required Skills
  • Experience in customer service and/or service administration is preferred.
  • Familiarity with handling technical support calls is highly desirable.
  • Experience with SAP or similar ERP systems is advantageous.
  • Ability to approach issues calmly and logically.
  • Proficient in interacting with both internal and external customers in a manner that aligns with customer expectations and enhances the reputation of KARL STORZ.
  • Intermediate to advanced skills in Microsoft Office Suite.
  • Background in the medical device industry or experience with a medical device company is a plus.
Benefits
  • Comprehensive leave benefits including annual, personal, and parental leave.
  • Transport allowance where applicable.
  • Onsite parking availability.
  • Access to public transport.
  • Flexible work arrangements.
  • Wellness programs and activities.
  • Opportunities for professional development.
  • Global exposure and potential business travel opportunities where applicable.

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