Service Admin Specialist

PerkinElmer; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

PerkinElmer is seeking an experienced administrator to manage end-to-end service operations across Oceania. You will coordinate customer requests, work orders, quotations, invoicing, parts logistics, and supplier management activities.

The role supports Customer Support Engineers in the field by preparing quotes, following up opportunities, coordinating parts and service requirements, and handling administrative tasks to maximize engineers’ time with customers.

Qualifications

• Customer-facing experience in a technical-based industry.
• Strong relationship-building skills.
• Strong organizational skills.
• Experience with CRM systems; SFDC/ServiceMax is a plus.
• Trained or capable of being trained in SAP.
• High level of computer literacy.
• Ability to work well in a team and independently.
• Understanding of industry standards and customer service expectations.
• Experience in a similar service-role would be welcome.

Responsibilities

• Log and manage service requests, assign work orders to engineers or managers.
• Reassign rejected work orders to ensure timely support.
• Convert approved estimates to work orders and manage invoicing.
• Administer procurement and supplier platforms, including Ariba.
• Prepare and follow up on customer quotations for various service activities.
• Apply contract pricing and discounts when preparing quotes.
• Update instrument sales records in SAP and ServiceMax for warranty work.
• Maintain asset records and track instrument movements in SAP/ServiceMax.
• Coordinate white-glove logistics and DOA returns.
• Coordinate parts procurement and delivery for CSEs with the Service Manager.
• Coordinate parts shipments to New Zealand and Pacific Island customers.
• Manage customs clearance and related documentation.
• Provide SDS and regulatory documentation to customers on request.
• Coordinate supplier onboarding in SAP/ServiceMax/Salesforce.
• Maintain customer master data via MDM processes.
• Coordinate recurring product records and third-party part numbers in SAP.
• Establish credit accounts with suppliers and generate POs as needed.
• Prepare proforma invoices for prepayments or card payments.
• Provide backup support for Contract/Consumables Sales and stocktakes.
• Assist Accounts Receivable with overdue payments when requested.
• Provide backup coverage during leaves; support various sales/admin roles.
• Manage Oceania customer service inbox and route orders to the right teams.

Skills

Customer-facing

Relationship building

Organizational skills

CRM systems

SAP knowledge

Computer literacy

Teamwork

Industry knowledge

Service operations

Education

Relevant tertiary qualification

Job description

Responsible for the end-to-end administration of service operations across Oceania, ensuring the efficient coordination of customer requests, work orders, quotations, invoicing, parts logistics, and supplier management activities.

A key focus of the role is supporting Customer Support Engineers (CSEs) in the field by preparing and managing customer quotations, following up opportunities, coordinating parts and service requirements, and handling administrative tasks that allow engineers to maximize their time with customers.

The role acts as a central link between customers, service engineers, sales teams, suppliers, and internal stakeholders, helping to deliver a seamless customer experience and achieve service delivery objectives.

Key responsibilities include maintaining data integrity across business systems, managing procurement and order processes, coordinating imports, customs and compliance documentation, overseeing returns and credits, and providing backup support for contract and consumable sales functions as required.

KEY ACCOUNTABILITIES

A.SUMMARY OF POSITION

Responsible for the end-to-end administration of service operations across Oceania, ensuring the efficient coordination of customer requests, work orders, quotations, invoicing, parts logistics, and supplier management activities.

A key focus of the role is supporting Customer Support Engineers (CSEs) in the field by preparing and managing customer quotations, following up opportunities, coordinating parts and service requirements, and handling administrative tasks that allow engineers to maximize their time with customers.

The role acts as a central link between customers, service engineers, sales teams, suppliers, and internal stakeholders, helping to deliver a seamless customer experience and achieve service delivery objectives.

Key responsibilities include maintaining data integrity across business systems, managing procurement and order processes, coordinating imports, customs and compliance documentation, overseeing returns and credits, and providing backup support for contract and consumable sales functions as required.

KEY ACCOUNTABILITIES

Key Responsibilities

• Log incoming service requests in ServiceMax and assign work orders to the appropriate Customer Support Engineer (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.

KEY CAPABILITIES REQUIRED

Academic Qualifications:

• Relevant tertiary qualification or equivalent experience.

Work Experience:

• Customer facing experience in a technical based industry
• Strong relationship building skills
• Strong organizational skills
• Experienced working with customer relationship management software systems. SFDC and Service Max an advantage
• Trained or capable of being trained in use of SAP
• A high level of computer literacy essential
• Ability to work effectively within a team and as an individual
• A sound knowledge of industry expectations and customer service
• Experience working in a similar role with a service team would be highly welcome