Service Support Administrator I

Position Summary

As a Service Support Administrator I (SSAII), your primary responsibilities are to activate, modify and deactivate equipment maintenance agreement entitlements in Siebel and to support the field with Siebel Field Repairs and Specialty Service Requests. In this role you will support your dedicated Service Area to ensure key performance indicators are met regarding contract renewals, data corrections, and activations.

You will establish preventative maintenance schedules in accordance with engineering guidelines while balancing the maintenance schedule to optimize Field Service Rep utilization and Customer satisfaction.

Additionally, you will process all requests regarding billing issues and subsequent credits, trouble-shoot problem service requests with Field Technicians when information is missing or system issues, make data corrections in Siebel, release service backlog line items, maintain service installation base, and complete other duties as required.

This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 2 days per week. (T/Th).

What You'll do as a Service Support Administrator

• Activate and maintain preventative maintenance agreements in accordance with approved procedures and policies and the Customer’s purchase order:
  • Review Customer Purchase order and work with District Service Manager (DSM) to resolve any discrepancies.
  • Assign appropriate equipment entitlements
  • Establish invoice schedules
  • Establish and maintaining changes to preventative maintenance schedules in accordance with engineering guidelines while balancing workload to optimize FSR utilization and Customer satisfaction.
  • Process credits to agreements and service requests
  • Add or delete equipment on agreement
  • Review contract terms and conditions to ensure compliance with STERIS policies

• Support assigned area by actively monitoring PM Service Contract base and initiating the proper activities to improve district performance including:
  • Scheduling each PM FSR’s monthly workload in accordance with defined scheduling rules
  • Evaluating PM workload on as needed basis & taking appropriate action to balance monthly PM schedules
  • Monitoring agreements sold at point of sale & activating in a timely manner

• Address invoice errors and data corrections and maintenance including:
  • Receive and process all verbal and written requests for service invoicing issues, per credit/rebill process, in a timely manner so that 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 that result from erroneous technician entry 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
  • Actively review and release items from the service backlog

• Provide feedback to the field on resolved issues by identifying corrective steps to reduce errors
• Attend district conference calls monthly to review issues and common process misunderstandings
• Work with management or process owner on identified gaps or improvements to existing back office processes

The Experience, Skills and Abilities Needed

Required:

• High school diploma or equivalent.
• Minimum 2 years experience in business, customer service or accounting environment, preferrably working with contracts.
• Must have PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel.

Preferred:

• Associate or Bachelor's degree preferred.
• Demonstrated knowledge of various types of contracts and proficiency in creating and maintaining them on a database in addition to understanding legal terms and conditions of contracts and purchase orders strongly preferred.
• Experience with service contract software and CRM systems and Oracle/Siebel strongly preferred.

What STERIS Offers