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Service Support Specialist

2 months ago

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

At KARL STORZ SE & Co. KG, we take pride in delivering exceptional service to our customers. As a Service Support Administrator, you will play a vital role in ensuring that our customers receive timely and effective support for their technical service needs.

Key Responsibilities
  • Manage all technical service-related workflow stages, including quotes and invoicing within our ERP and Service management system.
  • Be a key user in SAP for Service function, ensuring all transactions and inventory movements are performed with accuracy.
  • Provide first-line support for technical service-related telephone calls, triage calls to the correct engineer or technician, and support engineers in the field with callback queries.
  • Track service requests from initiation to completion, ensuring all tasks are completed on time and to the customer's satisfaction.
  • Monitor and maintain the Service ticketing systems for errors and resolve accordingly, ensuring the accuracy of databases to comply with Karl Storz Service policy.
  • Interact with global repair centers to pursue international repairs, quotes, and warranty returns, including interaction and follow-up with Germany within tight timeframes.
  • Communicate with customers to provide updates on service requests, estimated arrival times, and any changes to scheduled services.
  • Handle customer inquiries, complaints, and feedback professionally and effectively.
  • Reconcile all parts usage with the technical service workflow.
  • Liaise and report on Service job status to relevant business functions and pursue outstanding quotations with customers and Sales function.
Your Skills and Qualifications
  • Previous experience in customer service and/or service administration.
  • Experience handling technical support calls is highly desirable.
  • Experience working with SAP or similar ERP systems preferred.
  • Ability to work in a calm and logical way to solve issues.
  • Proficiency in interacting with internal and external customers in a professional manner that meets the customer's expectations and enhances the reputation of Karl Storz Australia and its products.
  • Intermediate to advanced Microsoft Office suite skills.
  • A medical device background or experience with a medical device company is desirable.
Benefits
  • Leave Benefits (Annual Leave, Personal Leave, Parental Leave, etc.)
  • Transport Allowance (if applicable to role)
  • Onsite Parking
  • Accessibility to Public Transport
  • Flexible Work Arrangements
  • Wellness Programs and Activities
  • Professional Development Opportunities
  • Global Exposure & Business Travel Opportunities (if applicable to role)