Technical Services Administrator

Essential Responsibilities

• Tracks and processes tech services loaner unit use — creates service cases and follows up on outstanding units.


• Coordinates continuous demo pool rotation creates service cases; provides reports to sales reps and management.


• Support various company personnel with creation of custom dashboard views using the CRM System.


• Processes customer orders for pending repairs and invoices orders using the CRM System, service database,


• Perform reconciliation of shipping and billing charges.


• Supports sales team with service agreement proposals and implementation into the CRM System.


• Supports preparations for customer biomed training conducted by the company.


• Manages calibration of all service testing equipment Secures competitive bids and coordinates test equipment repairs. Reviews all test equipment certifications documents to ensure compliance.


• Reviews, organizes and maintains the tech services documents (device history records) within filing system, per QA/RA directives.


• Evaluates administrative processes, in conjunction with manager and team supervisor, to improve efficiency within the tech service and with intra-related departments.


• Monitors, setting stocking amounts, ordering spare part inventory from Erbe GmbH, providing monthly reports warranty/non-warranty and reconciling discrepancies.


• Coordinates returns of defective parts, devices and testing equipment as required; resolves outstanding issues with Erbe GmbH technical service colleagues.


• Applies required credit to customer accounts for any service related returns.
  
  

Required Education and Experience

• AA Business or similar field required; post-secondary education in a technical or computer-related field strongly preferred.


• Minimum 8+ years’ experience in an administrative, technical or computer-related role required; special consideration given to those candidates with significant tech support and/or healthcare experience.
  
  

Position Requirements

• Excellent communication skills, both verbal and written, required; must communicate well via the telephone.


• Strong interpersonal and skills conflict resolution skills.


• Exceptional computer skills required with particular emphasis Microsoft Office products and ERP/CRM systems; Southware, JD Edwards, or similar systems experience also desired.


• Must be well-organized, have a high detail orientation and be flexible in performing daily duties.


• Team orientation and ability to work well and communicate within technical service and cross-functional meetings.


• Capacity to Lead/Direct/Facilitate detailed process improvements through, analysis, data collection, evaluating options/solutions, and providing written/verbal communications to management.

Supervisory Responsibility: This position is an individual contributor and has no direct supervisory responsibility.

Work Environment: This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work: This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel: This position requires no measurable travel.

Competencies:

• Problem Solving/Analysis.


• Results Driven.


• Detail Orientation.


• Customer Focus.


• Technical Capacity.


• Communication Proficiency.

Additional Eligibility Qualifications: None required for this position.

Work Authorization/Security Clearance: Employees must be legally authorized to work in the United States. Employees must not be specifically barred from working with Federal contracts, government entities or otherwise listed on excluded parties list as maintained by the Federal government.

AAP/EEO Statement: Erbe is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state or local laws. Erbe is committed to this policy in all matters of employment.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At-Will Employment: This position description does not constitute a contract or guarantee employment for any specified time. The company may exercise its employment-at-will rights at any time.

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