Service Support Administrator, Cardiac Services

T-pro; Dublin; Hybrid; EUR 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Service Support Administrator in Dublin, where you will enhance customer satisfaction through effective communication and service coordination. This hybrid role involves managing customer inquiries and scheduling service jobs, contributing to a positive team atmosphere while supporting professional development in the healthcare sector.

Qualifications

• Minimum 2 years' experience in Service Support/Customer Care, preferably in healthcare.
• Strong customer orientation and effective communication skills.
• Good analytical skills and attention to detail.

Responsibilities

• Manage customer relations and respond to inquiries professionally.
• Coordinate service job scheduling and communicate updates to customers.
• Provide quotations for repairs and manage customer invoicing.

Skills

Customer Orientation

Communication Skills

Analytical Skills

Attention to Detail

Teamwork

Education

Third Level Qualification

Tools

Microsoft Office Suite

Job description

Join a forward-thinking company as a Service Support Administrator, where your role is pivotal in enhancing customer satisfaction through effective communication and service coordination. This position offers a dynamic work environment, collaborating with a dedicated team to ensure seamless equipment servicing processes. You will be responsible for managing customer inquiries, scheduling service jobs, and providing quotations, all while contributing to a positive team atmosphere. Embrace the opportunity to grow in a hybrid working model that values work-life balance and supports your professional development in the healthcare sector.

Qualifications

• 2+ years in Service Support/Customer Care, preferably in healthcare.
• Strong customer orientation and effective communication skills.

Responsibilities

• Manage customer relations and respond to inquiries professionally.
• Coordinate service job scheduling and communicate updates to customers.

Skills

Customer Orientation

Communication Skills

Analytical Skills

Attention to Detail

Teamwork

Education

Third Level Qualification

Tools

Microsoft Office Suite

Purpose of 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 team-based environment in conjunction with the 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 Dublin office (D11 WY11), with team members also located in our offices in Dublin, Belfast, and Manchester.

Key Duties And Responsibilities

This Job Profile is not an exhaustive list of duties for the position holder. It provides an indication of the main duties and responsibilities of the position:

• Meet and exceed customer expectations as the first internal point of contact for the customer
• Proactive Management of Customer Relations
• Manage and respond to a high volume of customer calls/emails in a professional & timely manner
• Plan and coordinate the scheduling of service jobs, including breakdowns, preventative maintenance visits, and provision of loan devices with Customers and Engineering team
• Booking-In of equipment for repair/service in our workshop
• Communicate progress/status of service jobs to customer
• Coordinate manufacturer repairs as required (obtain RMA, approve repair and issue purchase order)
• Record and analyse customer satisfaction using feedback procedures
• Support periodic customer site visits as required
• Provide Quotations for repairs/callouts/spare parts to customers in a timely manner and to a professional standard
• Manage customer invoicing in a timely manner, promptly resolving invoice queries
• Sales Order Processing for spare parts
• Purchasing of Spare Parts from suppliers/manufacturers
• Support the management of Service Contracts with customers including contract quotation & renewals, contract setup, and scheduling of PM visits
• Support the Sales Tender Process by providing service inputs to Tender Responses
• Work in a team-based manner (team members are based in our Dublin, Belfast, and Manchester offices and cross-support is required)
• Actively contribute to a very positive team environment
• Partner with Service Engineering, providing required admin support
• Attend and be a valued contributor to Service Department meetings as required
• Participation in process improvement projects
• Other duties that may be assigned from time to time

The successful candidate will be required to update their knowledge and skills to fit the changing requirements of the role. Therefore, this Job Description is an outline of the current broad areas of responsibility and accountability and should not be regarded as a comprehensive listing. It will be reviewed and updated in line with future needs.

Requirements

• 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 system. SAP, Microsoft Dynamics, Navision, Service Max or Sales Force would be an advantage
• Demonstrates energy, initiative, and ability to work independently
• Flexible to adapt to changing situations

Although this is a hybrid role (following initial probation period), candidates should have the ability to work remotely from their own home should this become necessary due to unforeseen emergency situations such as the COVID-19 Pandemic.

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 labor 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 Dublin Office where a flexible hybrid working model is available following the probation period. It's important to achieve the right balance between face-to-face interactions with virtual working over the long term. You will be joining an environment that understands how intertwined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it.

Uniphar Medtech is an equal opportunities employer.

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