Customer Service Support Role
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This is a key position within our organization, where you will serve as the primary point of contact for customers. As a Service Support Administrator, you will be responsible for managing customer relations, coordinating service jobs, and ensuring that all aspects of equipment servicing processes are handled efficiently and effectively.
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Main Responsibilities:
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* Provide exceptional customer service, meeting and exceeding expectations as the first internal point of contact.
* Proactively manage customer relations, responding to inquiries and resolving issues in a timely manner.
* Coordinate service job scheduling, including breakdowns, preventative maintenance visits, and loan device provision.
* Manage equipment booking-in for repair/service, communicate progress/status to customers, and coordinate manufacturer repairs as needed.
* Record and analyze customer satisfaction using feedback procedures, support periodic site visits, and provide quotations for repairs/callouts/spare parts.
* Manage customer invoicing, promptly resolving queries, and process sales orders for spare parts.
* Support contract management with customers, including setup and scheduling of PM visits, and participate in tender responses by providing service inputs.
* Collaborate with the Service Engineering team, providing administrative support, and attend department meetings as required.
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Requirements:
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* A minimum of 2 years' experience in a Service Support/Customer Care role, preferably in a medical device/healthcare environment.
* Demonstrated strong customer orientation, delivering an exceptional service to meet and exceed customer expectations.
* Excellent communication skills, with the ability to interact professionally and effectively with customers, colleagues, and stakeholders.
* Results-oriented, with a proven track record of achieving tangible and measurable results.
* Able to work independently and collaboratively as part of a team, demonstrating flexibility and adaptability in a fast-paced environment.
* Strong analytical skills, with attention to detail and the ability to prioritize tasks effectively.
* Familiarity with Microsoft Office Suite (Outlook, Word, Excel) and experience with ERP systems would be an advantage.
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About Us:
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We are a leading supplier and supporter of diagnostic and measurement equipment in Ireland and the UK, with a focus on ICU, Coronary Care, theatre, and maternity areas. Our business comprises various divisions, with a commitment to delivering high-quality services and solutions to our customers.
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Working with Us:
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We offer a flexible hybrid working model, allowing you to balance face-to-face interactions with virtual working. We understand the importance of work-life balance and strive to create a positive and inclusive work environment.
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Equal Opportunities Employer:
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We are committed to equality of opportunity and welcome applications from all qualified candidates.