Purpose of the Role
The Service Support Administrator will provide a key interface with the customer, supporting all aspects of the equipment servicing processes. They will work in a team-based environment in conjunction with Service Engineering Team and report to the Service Support Manager. The successful candidate will demonstrate excellent external and internal customer focus throughout. This role is based in our Dublin office, with team members also located in our offices in Dublin, Belfast, and Manchester. This is a one-year fixed-term position with the potential for transition into a permanent role as the department expands.
Key Duties and Responsibilities
This Job Profile is not an exhaustive list of duties for the position holder. It does, however, provide an indication of the main duties and responsibilities of the position.
* Meet and exceed customer expectations as the first internal point of contact for the customer.
* Proactive Management of Customer Relations.
* Manage and respond to a high volume of customer calls/emails in a professional & timely manner.
* Plan and coordinate the scheduling of service jobs, including breakdowns, preventative maintenance visits and provision of loan devices with Customers and Engineering team.
* Booking-In of equipment for repair/service in our workshop.
* Communicate progress/status of service jobs to customer.
* Coordinate manufacturer repairs as required (obtain RMA, approve repair and issue purchase order).
* Record and analyse customer satisfaction using feedback procedures.
* Support periodic customer site visits as required.
* Provide Quotations for repairs/callouts/spare parts to customers in a timely manner and to a professional standard.
* Manage customer invoicing in a timely manner, promptly resolving invoice queries.
* Sales Order Processing for spare parts.
* Purchasing of Spare Parts from suppliers/manufacturers.
* Support the management of Service Contracts with customers including contract quotation & renewals, contract setup and scheduling of PM visits.
* Support the Sales Tender Process by providing service inputs to Tender Responses.
* Work in a team-based manner (team members are based in our Dublin, Belfast and Manchester offices and cross-support is required).
* Actively contribute to a very positive team environment.
* Partner with Service Engineering, providing required admin support.
* Attend and be a valued contributor to Service Department meetings as required.
* Participation in process improvement projects.
* Other duties that may be assigned from time to time.
The successful candidate will be required to update their knowledge and skills to fit the changing requirements of the role. Therefore, this Job Description is an outline of the current broad areas of responsibility and accountability and should not be regarded as a comprehensive listing. It will be reviewed and updated in line with future needs.
Requirements:
* Minimum 2 years’ direct experience in a Service Support / Customer Care role preferably in a medical device / healthcare environment.
* Third level qualification whilst not a pre-requisite would be an advantage.
* Demonstrates a strong Customer Orientation, delivering an exceptional service, in order to meet and exceed our customer expectations.
* Effective Communicator: Professional and excellent verbal and written communication skills. Excellent interpersonal skills.
* Results Orientation: Demonstrates the ability to achieve tangible and measurable results. Makes and Meets Commitments.
* Team player: Actively contribute to the development of a positive team environment, demonstrating a flexible approach.
* Attention to Detail: Ensures that work is executed accurately and completely, paying close attention to the detail.
* Good analytical skills to help drive process improvements.
* Demonstrates excellent organisational skills with the ability to prioritise in a busy environment with competing demands.
* Good administrative and IT/computing skills with experience in using Microsoft Office suite (Outlook, Word and Excel are essential), also familiarity with using an ERP system. SAP, Microsoft Dynamics, Navision, Service Max or Sales Force would be an advantage.
* Demonstrates energy, real initiative and ability to work independently.
* Flexible to adapt to changing situations.
Although this is a hybrid role (following initial probation period), candidates should have the ability to work remotely from own home should this become necessary due to unforeseen emergency situations such as the COVID-19 Pandemic.
The Company
Cardiac Services was founded in 1968 and is now part of Uniphar Medtech. It is at the forefront of supplying and supporting diagnostic and measurement equipment in Ireland and the UK with specific focus on ICU, Coronary Care, theatre and maternity. The business comprises a number of Divisions with Pre-hospital specialising in the supply of AEDs, training devices and primary care / GP supplies. The Hospital Division is mainly focused on Patient Monitoring, Resuscitation and Cardiology, Surgical Scopes, Clinical Information Systems and Fetal monitoring with the business concentrated in the acute areas of Hospitals i.e. intensive care, operating departments, coronary care units, emergency departments, cardiology investigations, resuscitation, neonatal intensive care and labour wards.
Cardiac Services is a business within the Medtech Division of Uniphar Group.
How we’d like to work together
This role will be based in our Dublin Office where a flexible hybrid working model is available following the probation period. It’s important to achieve the right balance between face-to-face interactions with virtual working over the long term. You will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it.
Uniphar Medtech is an equal opportunities employer.
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