Leading global developer, manufacturer, and supplier of medical devices whose mission is to make healthcare more accessible and affordable around the world is looking to hire a Service Operations Administrator to provide continuous customer satisfaction to our internal and external customers by offering the highest quality of administrative support as it relates to all aspects of service operations. Hours are Monday - Friday 8:30am - 5:30pm. This is a hybrid remote position (3 days in office, 2 days remote). Company offers full comprehensive benefits package, including health, dental, vision, 401k, and PTO.
Responsibilities:
-Act as the liaison between our customer and field service representatives by dispatching customer calls quickly and accurately -Maintain daily checklist for service rep schedule changes and forward all field service schedule changes to the after-hours dispatch team and tech support teams
-Maintain, distribute, and post to Salesforce (SF) the weekly pager/stand-by/on-call list
-Verify service order data prior to approval, focusing on accuracy of information supplied, such as serial number, activity type, customer bill to, customer ship to, etc.
-Confirm WO follows Tech Bulletin (TB) instructions, when applicable
-Create service contract quotations upon request
-Review all service quotations/addendums and/or contract renewals for accuracy, ensuring company policies and procedures are followed
-Prepare, finalize, and send formal proposal to the customer and field service rep
-Initiate service contract invoicing in SAP upon receipt of the customer purchase order and/or signed proposal and activate the service opportunity in SF Service Cloud upon successful invoicing
-Review sales orders that include extended warranties to ensure they contain current services offerings and create quote/opportunity and service contract (entitlement record) in SF Service Cloud
-Investigate equipment serial number discrepancies and update SAP equipment record as needed
-Revise warranty dates when requested and upon receipt of documents needed per Service Bulletin (SB) 2280
-Review, analyze, and resolve service-related disputes
-Process service credits and credit/rebill requests as needed
-Create ADP time sheet accurately and timely
-Complete PowerDMS training requirements timely and in accordance with company training procedures
-Handle all tasks timely and accurately and in accordance with company policies, including maintain filing system per company retention policy
