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.
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 Microsoft Business Central 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 incl. 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 & 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 & 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 demonstrated 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 the 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., Microsoft Business Central) is desirable.
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