About the position
A supplier of IVD products requires the above to provide administrative, operational, and coordination support to the Service Department.
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.
The successful candidate will be responsible for:
- 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.
Salary package, including benefits, is highly negotiable depending on experience gained.
Desired Skills:
- Diagnostic Equipment
- Administrator
- Service Administrator
