Remote: Oceania Service Operations Admin

PerkinElmer; Australia; Remote; AUD 65,000 - 85,000; Full time

Job summary

PerkinElmer Australia is seeking an experienced Service Admin Specialist to drive end-to-end administration of service operations across Oceania. You will coordinate customer requests, work orders, quotations, invoicing, parts logistics, and supplier management, acting as the central link between customers, service engineers, sales, and internal teams.

The role supports Customer Support Engineers in the field, prepares quotations, manages procurement platforms, and ensures data integrity across

Qualifications

• Academic qualifications: relevant tertiary qualification or equivalent experience.
• Work experience: customer-facing experience in a technical based industry.
• Experience with CRM systems; SFDC and Service Max advantageous.
• Ability to work in a team and as an individual.
• Strong relationship-building and organizational skills.

Responsibilities

• Log incoming service requests in ServiceMax and assign work orders to the appropriate CSE or Service Manager.
• Reassign rejected work orders in ServiceMax to ensure timely customer support.
• Serve as the initial point of contact for customers via phone and email to confirm service request acceptance and coordinate with CSEs.
• Convert approved billable estimates into work orders upon receipt of customer purchase orders.
• Invoice completed work orders and manage invoice submission through third-party procurement platforms, including Ariba.
• Administer third-party customer procurement and purchasing platforms, including Ariba.
• Support the management of third-party supplier platforms for CSEs in collaboration with the Service Manager.
• Prepare, manage, and follow up on customer quotations on behalf of CSEs, including repairs, upgrades, replacement parts, installations, and other billable service activities for both contract and non-contract customers.
• Apply and verify contract pricing, discounts, and approved sales agreements when preparing customer quotations.
• Review and correct new instrument sales records in SAP and ServiceMax to ensure warranty, extended warranty, and installation activities are accurately captured.
• Maintain asset records in SAP and ServiceMax by updating instrument locations, ownership changes, laboratory moves, demonstrations, decommissioning activities, returns, and customer transfers.
• Coordinate white-glove logistics services, including equipment packing, heavy lifting, laboratory relocations, and dead-on-arrival (DOA) returns.
• Manage demonstration instrument movements with freight providers and coordinate inventory transfers from demonstration stock to saleable inventory in SAP.
• Process customer returns and credits, including DOA instruments, parts, consumables, and unused service materials.
• Assist in prioritizing urgent customer service requests and escalations.
• Coordinate parts procurement and delivery for CSEs, including parts ordering, service alerts, purchase orders, delivery tracking, and ETA management in collaboration with the Service Manager.
• Work with Marken Australia to coordinate parts shipments from Australia to New Zealand and Pacific Island customers.
• Manage customs clearance activities, including preparation of commercial invoices, manufacturing declarations, and return shipment documentation.
• Provide Safety Data Sheets (SDS) and related documentation to customers upon request.
• Coordinate supplier onboarding activities within SAP, ServiceMax, and Salesforce, and assist with onboarding PerkinElmer into customer procurement systems, including credit term updates in collaboration with leadership and credit teams.
• Manage customer master data updates, including company name changes, address changes, and account maintenance through the Master Data Management (MDM) process.
• Coordinate the creation of recurring Australian product records and third-party part numbers in SAP, including submission and follow-up of product setup requests.
• Establish credit accounts with third-party suppliers and generate purchase orders as required to support service operations.
• Coordinate the creation of proforma invoices for customers requiring prepayment or credit card transactions in collaboration with Customer Care.
• Provide administrative backup support for Contract Sales and Consumables Sales activities.
• Support CSEs with customer consignment inventory stocktakes, reconciliation, and associated billing activities.
• Perform data entry and administrative support for annual import permits and regulatory registrations, including AICIS and Poisons Permits.
• Assist Accounts Receivable with the collection of overdue customer payments when requested by CSEs or the finance team.
• Provide backup coverage for Consumables Sales and Contract Administration personnel during periods of leave or absence.
• Manage the Oceania customer service inbox, including responding to general customer enquiries, validating incoming purchase order information, and routing orders to the appropriate Sales, Service, Contract, Consumables, or Customer Care teams.

Skills

Customer facing

Organizational skills

Teamwork

CRM software

Education

Relevant tertiary qualification

Tools

SAP

ServiceMax

SFDC

Job description

PerkinElmer Australia is seeking an experienced Service Admin Specialist to drive end-to-end administration of service operations across Oceania. You will coordinate customer requests, work orders, quotations, invoicing, parts logistics, and supplier management, acting as the central link between customers, service engineers, sales, and internal teams.

The role supports Customer Support Engineers in the field, prepares quotations, manages procurement platforms, and ensures data integrity across