Technical Support Coordinator

**About us**

**Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, **supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.

Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.

**The opportunity**

The Technical Support Coordinator - Contracts Specialist is responsible for overseeing the entire Service Contracts function, including creation, renewal, billing, cancellation, and crediting processes. This role works in close collaboration with technicians, service supervisors, and management to ensure the efficient and accurate delivery of service contracts and related commitments such as Preventative Maintenance. The specialist will also ensure that all preventative maintenance and warranty-based service rates are correctly entered into SAP CRM and will assist in various technical support projects involving service contract requirements.

**Responsibilities**:

- New contract creation for equipment rolling over from Warranty period
- Renewal of DT service contracts.
- Review and make recommendations on a range of contracts and related documents.
- Liaise with clients to facilitate contractual process to ensure access to all relevant documents, timely review, and approval / reconciliation of variations.
- Creation of Preventative Maintenance schedule requirements in SAP CRM.
- Updating SAP & CRM of the decommissioning of units in the field.
- Liaise with Legal and BUs to create and update contract templates as required - e.g., new business acquisitions, template updates, T&C’s updates, service level updates etc.
- Ensure PM parts lists/exclusions lists in templates are up to date with manufacturer recommendations/BU expectations.
- Liaise with Product Specialists and Business Managers as required.
- Liaise with Legal Department as required.
- Creation of vendor POs in relation to service contracts - Intuitive, Atherton, Spirax etc.
- Provide detailed cost analysis and service history reports via SAP CRM reporting tool to key stakeholders on both a regular and ah-hoc basis
- Assist in provision of TSV info for tenders
- Liaise with Sales Team to manage equipment warranty details/SAP errors
- Assist Service Contracts Manager with SAP and SAP CRM system testing as required
- Assist in training Service Contract Coordinators in all areas of service contract management.
- Address general enquiries and service contract requests from both customers and the sales team.
- Adhere to service level agreements and time frames.
- Additional duties, as required.
- Assist in Projects for the Technical Support department for Service Contracts.
- Lead Service Contract requirements for Projects.
- Assist the Technical Support team ad hoc as required.

**About you...**

At Device Technologies, we succeed through our commitment to four key values:
**Delivering Innovation** - We encourage and reward fresh ideas and are committed to supporting our people to make change.

**Seeking Collaboration** - We support each other in our combined mission to help others achieve their goals.

**Taking Ownership** - We believe in equipping our people to take responsibility and accountability in their roles and trust them to get the job done.

**Practising Good Business** - Our success is built on a mix of intuition and experience and we foster an environment where all voices are heard and nobody is afraid to make mistakes.

**Experience required**:
**Essential**
- Previous experience and understanding of customer service protocols.
- Excellent time management skills.
- Ability to work autonomously and as part of a team.
- Process orientation, systems proficiency, competence with integrated ERP systems.
- High level Attention to detail.
- Technical aptitude.
- Excellent communication including ability to interact with all levels of management and external stakeholders e.g. Customers;
- Exposure to project work.

**Desirable**
- Knowledge of accounting terms and processes;
- SAP ERP experience;
- Intermediate Excel;
- Intermediate Word;
- Outlook exposure.

**Interested?**

At Device Technologies we are motivated by the opportunity our equipment provides to change people’s lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will rece