Service Coordinator

The Difference You Will Make

STERIS ANZ is hiring a Service Coordinator. Reporting into Service Manager, you will be coordinating and supporting the Field Service Engineer (FSE) team to increase the competitive advantage of STERIS business and the Customer satisfaction in the Australian and New Zealand 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 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 FSE 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

• Manage 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.

What You Will Bring

• Adequate years of relevant working experience
• Prior field experience in medical devices repair or hospital medical equipment management will have an advantage
• Proficient in MS office (Excel function formula and Pivot Table Analysis) and Oracle system with the ability to learn proprietary software applications at ease
• Excellent communication, organization and customer service skills
• Independent, meticulous & organized
• Strong sense of initiative, responsibility & positive work attitude
• Team player mentality