Service Support Administrator (m/f/d)

Your Mission

• All technical service-related workflow stages including quotes and invoicing within the ERP and Service management system. Required to understand the pricing structure around service replacement, new stock and service exchange program.
• Be a key user in SAP for Service function, ensure all transactions and inventory movements are performed with accuracy.
• First contact for all technical service-related telephone calls, first line support and triage the calls to the correct engineer or technician. Support the engineers in the field with callback queries.
• Track service requests from initiation to completion, ensuring all tasks are completed on time and to the customer’s satisfaction.
• Monitor and maintain the Service ticketing systems for errors and resolve according. Maintain the accuracy of the databases to ensure compliance with Karl Storz Service policy.
• Interact with global repair centres to pursue international repairs underway, quotes and warranty returns. Includes interaction and follow up with Germany within tight timeframes.
• Communicate with customers to provide updates on service requests, estimated arrival times, and any changes to scheduled services.
• Handle customer inquiries, complaints, and feedback professionally and effectively.
• Reconciling all parts usage with the technical service workflow.
• Liaise and report on Service job status to relevant business functions, and pursue outstanding quotations with customers and Sales function.

Your Talents

• Previous experience in customer service and/or service administration.
• Experience handling technical support calls is highly desirable.
• Experience working with SAP or similar ERP systems preferred.
• Works in a calm and logical way to solve issues.
• The ability to interact with internal and external customers in a professional manner that meets the customer’s expectations and enhances the reputation of Karl Storz Australia and its products.
• Intermediate to advance Microsoft Office suite skills.
• Database management systems experience.
• A medical device background or experience with a medical device company is desirable. 

Your Benefits

• Leave Benefits (Annual Leave, Personal Leave, Parental Leave, etc.)
• Birthday Benefits
• Transport Allowance (if applicable to role)
• Onsite Parking
• Accessibility to Public Transport
• Flexible Work Arrangements
• Wellness Programs and Activities
• Professional Development Opportunities
• Global Exposure & Business Travel Opportunities (if applicable to role)
• All other statutory benefits