Service Operations Administrator

ZEISS•Dublin, CA

7d•$29 - $37

About The Position

How many companies can say they have been in business for over 178 years?! Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast-paced world, meeting it with cutting edge technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team! The Service Operations Administrator will be responsible for all non-triaged ticket creation/handling, along with the auditing of all service transactions related to the support of customers. This includes ensuring tickets are efficiently dispatched to the field to meet SLA’s, transactions are created to process request via Inhouse Repair (IHR) or Exchange, or tickets are created to document work performed by Technical Support. The Service Operations Administrator will also ensure that incoming field service, IHR/Exchange, and Technical Support transactions are audited prior to closure once the service has been provided. The Service Operations Administrator will manage all coordination with our Logistics partners while monitoring stock volume and returns. Will maintain cross functional partnerships with multiple departments including, but not limited to, Field Service, Tech Support, Customer Repair Center (CRC), Sales and Accounts Receivable.

Requirements

Associate’s degree or equivalent from two-year college or technical school, or three (3) years related experience.
Excellent customer service skills, via phone and email.
Strong multi-tasking skills with the ability to work in several system platforms (ERP, CRM, Specialized Software).
Excellent written and verbal communication skills.
Highly organized individual.
Ability to solve problems and make decisions within established guidelines together with FSE’s and FSS’s, CRC, etc.
Fast learner with ability to adapt quickly to situations that change frequently.

Responsibilities

Perform audits and corrections of technical support ticket to confirmation and incoming field service conformations to ensure conformance with established procedures within agreed upon SLA.
Maintain and ensure accuracy of customer and product master data for use in customer interactions. This would include the manual creation of product master data as needed.
Assist Technical Support/ Call Center, CRC, and Field Service teams with customer requests, database corrections, ticket requests/dispatches, quotes, RMA’s, purchase requests/orders and other related transactions.
Process credit and rebill requests from Accounts Receivable.
Responsible for closure process of service orders completed by Field Service team or processing of documents in CRM/ERP to transact Inhouse Repair or Exchanges along with correcting errors as needed to ensure transactions flow and customers are invoiced correctly
Monitoring of open call load for Field Service Engineer and assigned region in relation to company Ticket Governance Policy.
Assist FSEs with schedule organization, reassignments/reschedules, communication with customers, and other administrative tasks to support FSE/FSS and customers.
Responding to customer inquiries and referring clients to the proper channels, for all service interactions as well as keeping customers informed at every stage of the Inhouse Repair and/or Exchanges process
Coordinating with third party transportation providers to ensure prompt and proper movement or shipments of medical devices for Inhouse Repair and Exchange as well as handling of shipping complaints regarding lost and damaged items.
Special projects or assignments, as requested by Customer Care Leadership.
Maintain high level of efficiency and accuracy while working with multiple stakeholders
Ability to prioritize workload with multiple and conflicting timelines.
Adhere to applicable GMP and ISO 9001 processes and procedures.
Abide by state and federal employment laws.