Service Support Administrator (FTC)

Uniphar Medtech; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading medical technology company seeks a Service Support Administrator to enhance customer relations and coordinate service jobs. This role involves managing inquiries, ensuring timely responses, and collaborating with engineering teams, all while providing exceptional customer service. Ideal candidates should possess strong communication skills and a customer-oriented mindset, alongside the ability to thrive in a fast-paced healthcare environment.

Qualifications

• Minimum 2 years' experience in Service Support/Customer Care.
• Effective communication and customer service skills required.
• Proficient in Microsoft Office; ERP systems knowledge is an advantage.

Responsibilities

• Manage customer relations, ensuring proactive service.
• Coordinate service job scheduling and customer communication.
• Support sales tender processes and manage service contracts.

Skills

Customer Orientation

Communication Skills

Attention to Detail

Analytical Skills

Organizational Skills

Education

Third level qualification

Tools

Microsoft Office

ERP systems (SAP, Microsoft Dynamics, etc.)

Job description

Role Title

Service Support Administrator (Fixed Term Contract)

Reports To

Service Support Manager

Location

Wildflower Way, Boucher Road, Belfast, BT12 6TA

Uniphar - Who We Are

With 3,000+ employees across Ireland, the UK, Europe, MENA, and the U.S., Uniphar partners with 200+ top pharmaco-medical manufacturers, delivering specialised, tech-enabled solutions through its three divisions: Medtech, Supply Chain & Retail, and Pharma.

This opportunity sits within Cardiac Services / Uniphar Medtech, a dedicated division focused on delivering innovative medical technologies and solutions.

Key Duties And Responsibilities

This Job Profile is not an exhaustive list of duties for the position holder. It provides an indication of the main duties and responsibilities:

• Meet and exceed customer expectations as the first internal point of contact for the customer
• Proactive Management of Customer Relations
• Manage and respond to a high volume of customer calls/emails in a professional & timely manner
• Plan and coordinate the scheduling of service jobs, including breakdowns, preventative maintenance visits, and provision of loan devices with Customers and Engineering team
• Booking-In of equipment for repair/service in our workshop
• Communicate progress/status of service jobs to customer
• Coordinate manufacturer repairs as required (obtain RMA, approve repair, and issue purchase order)
• Record and analyse customer satisfaction using feedback procedures
• Provide Quotations for repairs/callouts/spare parts to customers in a timely manner and to a professional standard
• Manage customer invoicing in a timely manner, promptly resolving invoice queries
• Sales Order Processing for spare parts
• Purchasing of Spare Parts from suppliers/manufacturers
• Support the management of Service Contracts with customers including contract quotation & renewals, contract setup, and scheduling of PM visits
• Support the Sales Tender Process by providing service inputs to Tender Responses
• Work in a team-based manner (team members are based in Belfast, Dublin, and Manchester offices and cross-support is required)
• Actively contribute to a positive team environment
• Partner with Service Engineering, providing required admin support
• Attend and contribute to Service Department meetings as required
• Participation in process improvement projects
• Other duties as assigned from time to time

The successful candidate will be required to update their knowledge and skills to fit the changing requirements of the role. This Job Description is an outline of current responsibilities and will be reviewed and updated as needed.

Role Requirements

• Minimum 2 years' experience in a Service Support / Customer Care role, preferably in a medical device / healthcare environment
• Third level qualification is an advantage but not essential
• Strong Customer Orientation, delivering exceptional service to meet and exceed expectations
• Effective communication skills, both verbal and written, with excellent interpersonal skills
• Results-oriented with the ability to achieve measurable results and meet commitments
• Team player with a flexible approach
• Attention to detail and accuracy
• Good analytical skills for process improvements
• Excellent organizational skills to prioritize in a busy environment
• Proficient in Microsoft Office (Outlook, Word, Excel); familiarity with ERP systems like SAP, Microsoft Dynamics, Navision, Service Max, or Salesforce is an advantage
• Energetic, proactive, and able to work independently
• Flexible to adapt to changing situations
• Ability to work remotely if necessary due to unforeseen circumstances such as the COVID-19 pandemic

Why work with us

Our core values, titled our Medtech Mindset, guide our culture and work environment:

• We Go Forward Together: Operating as a unified team, leveraging diverse skills for swift, collaborative decisions
• We Take Our Business Seriously: Prioritizing compliance and risk management for the best outcomes
• We Deliver Exceptional Results: Focusing on quality, customer satisfaction, and success for our patients, customers, and business

If you share these values and are passionate about making a difference, we invite you to join our team and help us drive forward together.