Service Support Administrator

Position Summary

Behind every great Service Team is an equally impressive support team! Come join our team of Service Support Administrators (SSA) who activate, modify and deactivate equipment maintenance agreement entitlements. In this role you will contribute to the success of your dedicated Service Area by ensuring key performance indicators are met regarding contract renewals, data corrections, and activations. You will also establish preventative maintenance schedules using engineering guidelines to optimize technician utilization and Customer satisfaction. As an SSA you will process and manage billing issues, trouble-shoot problem service requests, make data corrections and release service backlog line items.

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

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 to resolve any discrepancies.
  • Assign appropriate equipment entitlements- confirming equipment on agreement.
  • Establish invoice schedules and process credits.
  • Create and maintain preventative maintenance schedules to optimize Field Service Representative (FSR) utilization and Customer satisfaction.
  • Review contract terms and conditions to ensure compliance with STERIS policies.

Support assigned area by monitoring Preventative Maintenance (PM) Service Contract base and initiating the proper activities to improve district performance including:

• • Monitor agreements sold at point of sale and activates it in a timely manner.

Strive for continuous improvement:

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

Address invoice errors and data corrections and maintenance including:

• • Receive and process all requests for invoicing issues to ensure district revenue is accrued in the proper invoice period. 
  • Assist Collections to resolve outstanding Service invoicing issues.
  • Correct errors and provide feedback to prevent repeat errors.
  • Assign technicians to service requests as required and actively review and release items from the service backlog.

Education Degree

The Experience, Skills & Abilities Needed

Required:

• High school diploma or GED
• Minimum 8 years business experience

Preferred:

• Bachelor’s degree in business or business related field preferred
• 2-4 years business experience; 1-2 years direct contact with Customers and Sales
• Knowledge of Oracle and Siebel
• Proficient with Microsoft Office suite

Other:

• Strong communication, organizational and analytical skills
• Ability to interact with all levels of employees and clients
• Time management skills with ability to take a proactive approach, multitask, establish priorities and deliver within deadlines
• Ability to work in a team environment
• Attention to detail a must

What STERIS Offers