Service Support Administrator

STERIS Instrument Management Services, Inc.•Birmingham, AL

13d•$45,263 - $52,000•Hybrid

About The Position

The Service Support Administrator I’s (SSA I) primary responsibilities are to activate, modify and deactivate equipment maintenance agreement entitlements in Siebel and to support the field with Siebel Field Repairs and Specialty SRs. The SSA I will support their dedicated Service Area to ensure key performance indicators are met regarding contract renewals, data corrections, and activations. The SSA I also establishes preventative maintenance schedules in accordance with engineering guidelines while balancing the maintenance schedule to optimize FSR utilization and Customer satisfaction. Additionally, the SSA I processes all requests regarding billing issues and subsequent credits, trouble-shoot problem service requests with Field Technicians when information is missing or system issues, make data corrections in Siebel, release service backlog line items, maintain service installation base, and complete other duties as required. This is a hybrid position after training. The team meets in the Birmingham office, 2 days per week.

Requirements

High school diploma or GED
Two (2) years experience in business, customer service or accounting environment, preferably working with contracts.
Demonstrated knowledge of various types of contracts and proficiency in creating and maintaining them on a database in addition to understanding legal terms and conditions of contracts and purchase orders strongly preferred.
Must have PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel.
Demonstrated effective analytical, organizational, and written and oral communication skills.

Nice To Haves

Experience with service contract software and CRM systems and Oracle/Siebel strongly preferred.
Associated degree or Bachelor degree preferred.

Responsibilities

Activate and maintain preventative maintenance agreements in accordance with approved procedures and policies and the Customer’s purchase order
Review Customer Purchase order and work with District Service Manager (DSM) to resolve any discrepancies.
Assigning appropriate equipment entitlements
Establishing invoice schedules
Establishing and maintaining changes to preventative maintenance schedules in accordance with engineering guidelines while balancing workload to optimize FSR utilization and Customer satisfaction.
Processing credits to agreements and service requests
Adding or deleting equipment on agreement
Review contract terms and conditions to ensure compliance with STERIS policies
Support assigned area by actively monitoring PM Service Contract base and initiating the proper activities to improve district performance including:
Scheduling each PM FSR’s monthly workload in accordance with defined scheduling rules.
Evaluating PM workload on as needed basis & taking appropriate action to balance monthly PM schedules
Monitoring agreements sold at point of sale & activating in a timely manner
Address invoice errors and data corrections and maintenance including:
Receive and process all verbal and written requests for service invoicing issues, per credit/rebill process, in a timely manner so that district revenue is accrued in the proper invoice period.
Assist the Collections department with research and customer follow up to resolve outstanding Service invoicing issues
Correct errors that result from erroneous technician entry and educate field on how to avoid errors in the future
Maintain and move equipment in Siebel and manage equipment parent/child relationships
Assign technicians to service requests as required
Actively review and release items from the service backlog
Strive for continuous improvement:
Provide feedback to the field on resolved issues by identifying corrective steps to reduce errors
Attend district conference calls monthly to review issues and common process misunderstandings
Work with management or process owner on identified gaps or improvements to existing back office processes