- Receive and evaluate trouble calls from customer and field technicians via phone and email
- Provide first level technical support to customers and field personnel by assisting with identification, evaluation, and resolution of service and operational issues with the equipment
- Escalate more complex service and operational issues to Level II technical support and leadership where necessary
- Process the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and/or contract status and collecting payment information from the customer for the service call
- Escalate missing warranty/contract data from Account Support Coordinator team
- Communicate pertinent service information and coordinate with service technicians to ensure all service activities are accomplished per Belimed's commitments to the customer
- Schedule, communicate and update customers regarding current requests for service & scheduled maintenance
- Maintain the schedule (work, vacation, time off, etc.) for all service technicians
- Provide clients with information on installed equipment, contract coverage, service costs and service history
- Manage customer expectations and commitments in a professional manner
- Assist internal customers with part orders
- Provide timely and accurate part identification and delivery times for service technicians
- Keep current on part documentation by utilizing service systems to research part application
- Communicate part issues quickly to management for resolution
- Support service technicians with inventory control, including yearly inventory audit
- Audit work orders to technically complete status
- Identify work order information issues from COGI report What you need to succeed
- High school diploma/GED or equivalent
- Minimum of 2 years customer service/administrative experience in a business-to-business or field service environment
- 1 – 2 years part department experience or part related customer service experience
- Experience in highly detailed work involving data entry, contracts, billing, etc.
- Innovative, and flexible, with the ability to work in a matrix environment
- Excellent customer communication skills with professional level verbal (extensive phone work is required) and written skills
- Demonstrated success working in a cohesive, collaborative and supportive cross-functional team to achieve shared goals
- Strong planning, scheduling, and organizational skills
- Excellent time management skills and the ability to prioritize effectively
- Proficiency with software to include MS Office Suite with emphasis in Outlook, Excel, Word; communication software and database applications
- Strong analytical/critical thinking skills and active listening/comprehension skills
- Proven ability in the technical understanding of part functions
- Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues
- Ability to define and resolve problems, research, and collect data, establish facts and draw valid conclusions
- Willing and able to periodically rotate to a later shift that includes on-call technical support and dispatch coverage during nights, weekends, and holidays
- Ability to travel to US headquarters 1-2 times per year
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Service Administrative Coordinator - Nebraska, United States - Belimed
Description
Service Administrative Coordinator (Remote: LA, MS, OK, TX, AR, TN, MO, IL, KS, NE, IA, WI, MN, ND, SD, AL) Belimed is a leading supplier of medical and surgical instrument sterilization, disinfection, and cleaning products and services. We are headquartered in Zug, Switzerland, and look back on more than 50 years of history. We have offices in 9 countries worldwide and are represented in over 80 countries thanks to a strong network.Your tasks As a Service Administrative Coordinator you will coordinate field service resources to deliver exceptional service to all Belimed customers in your assigned zone(s). You will play an integral role in the service organization's conversion to an active dispatch strategy and developing the processes to support this function.
You will play a key role in assisting field service with part identification, part order processing and maintenance of technicians' stock. You will also provide an audit of completed work orders as well as maintain the service database by entering and updating customer accounts and equipment information.
You will collaborate with other Service Administrative Coordinator to include sharing the responsibility for (weekly) rotation of on-call hours which includes a schedule of nights, weekend, and holiday hours. Additionally you will have the opportunity to travel occasionally (1-2 times per year) to our US headquarters for training and team development.
How you will impact Belimed and our clients
Join our team and take your career further.
As a full-time team member, you will be eligible for our excellent benefits package to include medical, dental, vision, life and disability insurances, 401(k) with a company match, multiple paid time off programs, flexible work from home options and moreBelimed, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
