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
Receive and evaluate trouble calls from customer and field technicians via phone and emailProvide first level technical support to customers and field personnel by assisting with identification, evaluation, and resolution of service and operational issues with the equipmentEscalate more complex service and operational issues to Level II technical support and leadership where necessaryProcess 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 callEscalate missing warranty/contract data from Account Support Coordinator teamCommunicate pertinent service information and coordinate with service technicians to ensure all service activities are accomplished per Belimed's commitments to the customerSchedule, communicate and update customers regarding current requests for service & scheduled maintenanceMaintain the schedule (work, vacation, time off, etc.) for all service techniciansProvide clients with information on installed equipment, contract coverage, service costs and service historyManage customer expectations and commitments in a professional mannerAssist internal customers with part ordersProvide timely and accurate part identification and delivery times for service techniciansKeep current on part documentation by utilizing service systems to research part applicationCommunicate part issues quickly to management for resolutionSupport service technicians with inventory control, including yearly inventory auditAudit work orders to technically complete statusIdentify work order information issues from COGI report What you need to succeed
High school diploma/GED or equivalentMinimum of 2 years customer service/administrative experience in a business-to-businessor field service environment1 – 2 years part department experience or part related customer service experienceExperience in highly detailed work involving data entry, contracts, billing, etc.Innovative, and flexible, with the ability to work in a matrix environmentExcellent customer communication skills with professional level verbal (extensive phone work is required) and written skillsDemonstrated success working in a cohesive, collaborative and supportive cross-functional team to achieve shared goalsStrong planning, scheduling, and organizational skillsExcellent time management skills and the ability to prioritize effectivelyProficiency with software to include MS Office Suite with emphasis in Outlook, Excel, Word; communication software and database applicationsStrong analytical/critical thinking skills and active listening/comprehension skillsProven ability in the technical understanding of part functionsBasic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issuesAbility to define and resolve problems, research, and collect data, establish facts and draw valid conclusionsWilling and able to periodically rotate to a later shift that includes on-call technical support and dispatch coverage during nights, weekends, and holidaysAbility to travel to US headquarters 1-2 times per year Join our team and take your career further.
