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Title:  Service Support Administrator

Req ID:  15750
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

The Service Support Administrator’s (SSA) 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 SRs. The SSA will support their dedicated Service Area to ensure key performance indicators are met regarding contract renewals, data corrections, and activations.The SSA also establishes preventative maintenance schedules in accordance with engineering guidelines while balancing the maintenance schedule to optimize FSR utilization and Customer satisfaction. This role processes 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, release service backlog line items, maintain service installation base.

Duties

1. 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.
  • 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. 
  • Review contract terms and conditions to ensure compliance with STERIS policies

2.     Support assigned area 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
  • Monitoring agreements sold at point of sale & activating in a timely manner

3. 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

4. Strive for continuous improvement:

  • 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 to on identified gaps or improvements to existing back office processes

#LI-KW1

Education Degree

  • High School Diploma or GED

Required Experience

Required Experience

  1. Two (2) years experience in business, customer service or accounting environment, preferably working with contracts.
  2. 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.
  3. Must have PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel. Experience with service contract software and CRM systems and Oracle/Siebel strongly preferred.
  4. Demonstrated effective analytical, organizational, and written and oral communication skills.

 

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:  15750
Category:  Customer Operations/Customer Support
City:  Mentor
State:  OH
Postal Code:  44060


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