Service Support Administrator - Macclesfield, United Kingdom - Uniphar Medtech

Description

Job Description

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 multi-location( GB and IOI) 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 Manchester office.

Key Outcomes

• Meet and exceed customer expectations (both current and new customers), as the first internal point of contact for the customer
• Proactive Management of Customer Relations
• Manage and respond to customer calls/queries in a professional manner
• Plan and coordinate the scheduling of service jobs, including breakdowns, preventative maintenance visits and provision of loan devices with Customers and Engineering team
• Liaise with Service Team on booking-in of RTB items, repair schedule, service order management and invoicing
• Communicate progress / status of service jobs to customer
• Coordinate repairs with manufacturers as required, approving and issuing purchase orders
• Record and analyse customer satisfaction using feedback procedures
• Support periodic customer site visits as required
• Provide Quotations to customers in a timely manner and to a professional standard.
• Manage customer billing in a timely manner, promptly resolving invoice queries
• Service Order Processing and Purchase Order processing (spare parts)
• Support the management of Service Contracts with customers including setup and scheduling of PM visits
• Support the Sales Tender Process by providing service inputs to Tender Response
• Work in a team-based manner
• Partner with Service Engineering, providing required admin support
• Actively contribute to a very positive team environment and performance
• Attend and be a valued contributor to Service Engineering Meetings as required.
• Participation in process improvement projects and other duties that may be assigned from time to time
  
  

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 Manchester Office where a flexible hybrid working model is also available. It's important to achieve the right balance between face-to-face interactions with virtual working over the long term. In return for your flexibility, 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.

Requirements

Key Skills & Experiences

• 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 systemg. SAP, Microsoft Dynamics or Navision would be an advantage
• Demonstrates energy, real initiative and ability to work independently
• Flexible to adapt to changing situations
• Although this is an office-based role, 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