Job Title:  Service Administrator

The Difference You Will Make

STERIS Hong Kong is looking to add some sparks by hiring a Service Administrator! Reporting into Service Manager, you will be responsible for providing support to the Field Service team in the effort to increase the competitive advantage of STERIS business and the customer satisfaction in the market.

What You Will Do

• Install base database maintenance including Warranty management
• Prepare and issue Service quotations
• Service contract administration – elaborate, bill and administrate the service contracts and revenue:
  • Service order entry and management (parts, labor & contracts)
  • Review Customer Purchase order and work with Service Manager to resolve any discrepancies
  • Assigning appropriate equipment entitlements and adding or deleting equipment on agreement
  • Establishing invoice schedules and processes credits to agreements and service requests
  • Establishing and maintaining changes to preventative maintenance schedules in accordance with engineering guidelines while balancing workload to optimize FSR utilization and Customer satisfaction.
  • Service record maintenance. Maintain vital documentation and keep data updated according to local SOPs.
• Support Service Team by actively monitoring PM Service Contract base and initiating the proper activities to improve district performance including: Evaluates and scheduling each PM FSR’s monthly workload
• Address invoice errors and data corrections and maintenance including:
  • Receive and process all requests for service invoicing issues, per credit/rebill process to ensure district revenue is accrued in the proper invoice period. 
  • Assist the collections department with research and customer follow up to resolve outstanding Service invoicing issues
  • Correct errors and educate field on how to avoid errors in the future
  • Maintain and move equipment in Siebel and manage equipment parent/child relationships
  • Assign technicians to service requests as required and actively review and release items from the service backlog
• Manage the spare part store and to continuously develop new ways to improve: 
  • Service parts inventory maintenance (office and trunk stock) - physical and in Oracle
  • Service parts inventory purchasing - Internal and external
  • Purchasing of non-inventory service parts and services
  • Work with service team on parts forecasting
  • Maintenance of company tooling, equipment and parts inventory in orderly manner.
  • Receipt and inspection of incoming service parts
  • Coordinate delivery of service parts with service engineers and/or supply chain coordinator, if necessary
• Handling incoming service calls and emails
• Complaint handling; Perform daily administrative function such as recording of field problem or updating of service record in CRM system.
• Provide full spectrum of office administrative support to local office.
• Responsible for all-around general office administrative support, including facilities management, office supplies, and monitoring and workplace improvement.
• Organize and prepare for meetings and assist company events. Handle sponsorships and organize marketing campaigns if any.
• Coordinate with outsourced IT vendor with internal IT team.  

Your Expertise

• Higher Diploma or Bachelor’s Degree
• Adequate years of relevant working experience
• Prior field experience in medical devices repair will be an advantage
• Proficient in MS office and Oracle system with the ability to learn proprietary software applications at ease
• Possess excellent communication, organization and customer service skills
• Independent, meticulous & organized
• Possess a strong sense of initiative, responsibility & positive work attitude
• Team player mentality

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