TECHNICAL SUPPORT ADMINISTRATOR

SUMMARY 

The Technical Support Administrator will be responsible for daily customer communication primarily through Phone, email, or Web service requests, regarding any service quotations, service sales orders, confirmation of completed PM’s evaluation and service forms, field service technician visits, and opening, updating, and closing service calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, those listed below:

• Receive customer requests for service assistance via telephone, e-mail, and web
• Create service calls with a strong emphasis on accuracy in details
• Create service quotations, consisting of parts, labor, and travel
• Create service sales orders, after purchase order receipt
• Confirm part availability at time-of-service quotation and service sales order creation
• Schedule all Field Service technician service visits
• Process and manually fill out fillable PDF evaluation and service forms for Field Service Technicians
• Review all field service evaluations and completed service and PM forms for accuracy, then update service call with appropriate notes, create new part orders, if necessary, schedule revisit, follow up with the customer,  pend call to proper status or close call
• Schedule all third-party vendor service technicians, and provide Linet fillable PDF service forms
• Consistent and proactive follow-up with customer concerns and resolution
• Provide a high level of customer service and interact with customers in a professional manner
• Follow up via phone call/email with all facility self-service Biomed/maintenance personnel, of bed part installations to confirm the bed is ready for service
• Run reports in SAP to identify if defective parts are received from customers and technicians to be able to close cases in a timely manner
• Maintain strong emphasis on accuracy in details, within calls, forms, notations
• Work closely with Field Service Team, Logistics, and Warehouse staff
• Regular and timely attendance
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES 

This position does not have direct employee supervisory responsibilities

EDUCATION and/or EXPERIENCE 

• Bachelor’s degree or equivalent; 3+ years related experience and/or training to include medical device complaint handling and warranty claims

• Working knowledge of Microsoft Office software and SAP 

• Demonstrated ability and aptitude to create and utilize database reports

• Demonstrated ability and aptitude to learn and use software reporting tools (i.e., SAP, Salesforce, other CRMs, or Accounting software)

• Advanced electromechanical repair and troubleshooting skills

• Strong organizational skills

LANGUAGE SKILLS 

Ability to respond to common inquiries or complaints from customers, as well as sales and service personnel

MATHEMATICAL SKILLS 

Ability to apply mathematical concepts and operations

REASONING ABILITY 

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions 

PHYSICAL DEMANDS  

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to sit and stand.  The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.