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Macclesfield

    Service Support Administrator - Macclesfield, Cheshire, United Kingdom - Uniphar Medtech

    Uniphar Medtech
    Uniphar Medtech Macclesfield, Cheshire, United Kingdom

    2 weeks ago

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    Description


    The roleThe 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 OutcomesMeet and exceed customer expectations (both current and new customers), as the first internal point of contact for the customerProactive Management of Customer RelationsManage and respond to customer calls/queries in a professional mannerPlan and coordinate the scheduling of service jobs, including breakdowns, preventative maintenance visits and provision of loan devices with Customers and Engineering teamLiaise with Service Team on booking-in of RTB items, repair schedule, service order management and invoicingCommunicate progress / status of service jobs to customerCoordinate repairs with manufacturers as required, approving and issuing purchase ordersRecord and analyse customer satisfaction using feedback proceduresSupport periodic customer site visits as requiredProvide Quotations to customers in a timely manner and to a professional standard.

    Manage customer billing in a timely manner, promptly resolving invoice queriesService Order Processing and Purchase Order processing (spare parts)


    Support the management of Service Contracts with customers including setup and scheduling of PM visitsSupport the Sales Tender Process by providing service inputs to Tender ResponseWork in a team-based mannerPartner with Service Engineering, providing required admin supportActively contribute to a very positive team environment and performanceAttend 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 timeThe 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 TogetherThis 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.

    RequirementsKey Skills & ExperiencesMinimum 2 years' direct experience in a Service Support / Customer Care role preferably in a medical device / healthcare environmentThird level qualification whilst not a pre-requisite would be an advantageDemonstrates a strong Customer Orientation, delivering an exceptional service in order to meet and exceed our customer expectationsEffective Communicator:
    Professional and excellent verbal and written communication skills


    Excellent interpersonal skillsResults Orientation:
    Demonstrates the ability to achieve tangible and measurable results.


    Makes and Meets CommitmentsTeam player:

    Actively contribute to the development of a positive team environment, demonstrating a flexible approachAttention to Detail: Ensures that work is executed accurately and completely, paying close attention to the detailGood analytical skills to help drive process improvementsDemonstrates excellent organisational skills with the ability to prioritise in a busy environment with competing demandsGood 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 advantageDemonstrates energy, real initiative and ability to work independentlyFlexible to adapt to changing situationsAlthough 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
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