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Title:  Service Support Administrator-Life Sciences

Req ID:  15516
Category:  Customer Operations/Customer Support
City:  Mentor
State:  OH
Postal Code:  44060
Description: 

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

Behind every great Service Team is an equally impressive support team!  Come join our team of Service Support Administrator’s (SSAs) who activate, modify and deactivate equipment maintenance agreement entitlements.  The SSA contributes to the success of their dedicated Service Area by ensuring key performance indicators are met regarding contract renewals, data corrections, and activations. The SSA also establishes preventative maintenance schedules using with engineering guidelines to optimize technician utilization and Customer satisfaction. The SSA processes manages billing issues, trouble-shoots problem service requests, makes data corrections and releases service backlog line items. 

Duties

  1. Activate and maintain preventative maintenance agreements in accordance with approved procedures and policies and the Customer’s purchase order:
  • Reviews Customer Purchase order to resolve any discrepancies.
  • Assigns appropriate equipment entitlements- confirming equipment on agreement
  • Establishes invoice schedules and processes credits
  • Creates and maintains preventative maintenance schedules to optimize Field Service Representative (FSR) utilization and Customer satisfaction.
  • Reviews contract terms and conditions to ensure compliance with STERIS policies

 

  1. Support assigned area by monitoring Preventative Maintenance (PM) Service Contract base and initiating the proper activities to improve district performance including:
  • Evaluates and schedules FSR’s monthly workload
  • Monitors agreements sold at point of sale and activates it in a timely manner

 

  1. Address invoice errors and data corrections and maintenance including:
  • Receives and processes all requests for invoicing issues to ensure district revenue is accrued in the proper invoice period. 
  • Assists Collections to resolve outstanding Service invoicing issues
  • Corrects errors and provides feedback to prevent repeat errors
  • Maintains and moves equipment in Siebel
  • Assigns technicians to service requests as required and actively review and release items from the service backlog

 

  1. Strive for continuous improvement:
  • Provides feedback to the field by identifying corrective steps to reduce errors
  • Attends district conference calls monthly to review issues and common process misunderstandings
  • Works on identified gaps or improvements to existing back office processes

Required Experience

Work Experience and Education

  • Bachelor’s degree in business or business related field preferred
  • Two (2) years’ experience in business, customer service or accounting environment, preferably working with contracts

 

Skills & Competencies

  • Demonstrated knowledge of various 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.
  • Excellent PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel required. Experience with service contract software and CRM systems and Oracle/Siebel preferred.
  • Demonstrated effective analytical, organizational, and written and oral communication skills.

#LI-KW1

 

STERIS is a $2B+, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

Req ID:  15516
Category:  Customer Operations/Customer Support
City:  Mentor
State:  OH
Postal Code:  44060


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