Service Administrator - Diagnostic Equipment

SUMMARY:
A supplier of IVD products requires the above to provide administrative, operational, and coordination support to the Service Department.

POSITION INFO:
Minimum requirements for the role:

• A minimum Matric (Grade 12) is required for this role.
• A relevant qualification in Business Administration, Customer Service, Office Administration, or similar is preferred.
• Previous experience having worked within an administrative or customer service role is preferred.
• Must be proficient in Microsoft Office, Outlook, Teams, and SharePoint.
• Strong organisational, communication, and customer service skills.
• High level of accuracy and attention to detail.
• Previous experience working within a medical, laboratory, technical, or service-related environment is preferred.
• Must have experience with ERP, CRM, or Service Management Systems as well as having a knowledge of inventory and purchase order processes
• Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting is a plus.
• Ability to troubleshoot technical issues and clearly explain solutions to customers by telephone.

• Providing administrative, operational, and coordination support to the Service Department.
• Managing service calls, assisting customers and scheduling appointments for Engineers.
• Handling financial paperwork (quotes, invoices, track expenses) and maintaining accurate service records.
• Administering service contracts and generating reports.
• Supporting compliance with quality and ISO requirements.
• Communicating with end users, Field Service Specialists, Clinical Applications, and Field Sales representatives to troubleshoot technical problems.
• Providing customer support and escalating issues to Installation and Support Specialists when necessary.
• Documenting the details of each customer call, including the troubleshooting steps taken, solutions provided, and answers given, in the database.
• Assisting with the training and development of new Customer Support Specialists.
• Participating in special projects for customers or the Technical Support department as needed.
• Maintaining accurate and complete customer support records in accordance with established procedures.
• Providing professional, responsive, and customer-focused support during all interactions.