Overview
Uniphar Tekno Surgical is part of Uniphar Medtech, a division focused on delivering innovative medical technologies and solutions.
Tekno Surgical is based in Dublin and provides Orthopaedic implants and a wide range of specialties for public and private hospitals in Ireland.
Tekno's revenue is approximately €75M p.a. and growing.
Purpose of Role: The Service Support Associate provides a key interface with the customer, coordinating all aspects of supporting Capital Equipment in the field including equipment servicing and repair processes.
Working in a team environment in conjunction with the Technical Services Team, the successful candidate will demonstrate excellent external and internal customer focus throughout.
Specific duties will be assigned under the direct supervision of the Head of Service and Technology Support.
Tekno supports flexible and hybrid work from home practices.
Principal Duties and Responsibilities
Meet and exceed customer expectations (both current and new customers), as the first internal point of contact for the customer
Proactively respond and manage customer calls/queries in a professional manner assigning service jobs with engineering team
Update the Navision Service Module with logged actuals for repair, inspection, PPM, contract, and scheduled call outs including print and posting corresponding invoices
Maintain accurate equipment lists with customers including items equipment exiting warranty
Inform customers of products in the field going End of Life/End of Service to help drive sales/replacement of legacy equipment in the field with the Sales Team
Process Service Orders in a timely & accurate manner; maintain service documentation including service report scanning and filing
Provide Quotations to customers in a timely manner, to a professional standard and secure customer purchase orders
Coordinate and control all aspects of the service contact SLA for each customer
Liaise with the Engineers on the scheduling of service visits and callouts for Engineers with customers, monitoring and reporting on completion status
Issue customer invoices in a timely manner and resolve invoice queries; liaise with Finance regarding billings
Proactively communicate progress and status of service jobs to customer
Coordinate repairs with manufacturers as required, incl.
Purchase Orders
Periodically report to customers outlining service contract performance
Role Requirements
Effective Communicator: professional and excellent verbal and written communication skills; excellent interpersonal skills
Demonstrates the ability to achieve tangible and measurable results
Confident in own skill set and demonstrates ability to use own initiative
Teamwork: 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 detail
Demonstrates excellent organizational skills with the ability to prioritize in a busy environment with competing demands
Good administrative and IT/computing skills.
Experience using an ERP system or Service Module (e.g., MS Navision) is desirable
Tekno Surgical
Established in 1996 and based in Dublin, Tekno Surgical is a leading provider of Orthopaedic implants in Ireland.
Tekno Surgical also has an extensive portfolio covering a wide range of specialties from Maxillofacial, ENT, Surgical Power Tools, Neuro, Interventional Pain, Biologics, Robotics, Navigation, Theatre Disposables, Microscopes, Endoscopy, Surgical Instruments, Electro Surgical, Hospital Furniture, Plastics & Aesthetics and Theatre Installs.
Tekno's customer base includes all Public & Private Hospitals in Ireland.
Revenue is c.
€75M p.a. and growing.
Business website:
Tekno Surgical is a business within the Medtech Division of Uniphar Group.
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service
Industries
IT Services and IT Consulting
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