Technical Services Administrator

Erbe USA Incorporated•Kennesaw, GA

8d•Onsite

About The Position

The Technical Services Administrator will be responsible for tracking and processing tech services loaner unit use, coordinating continuous demo pool rotation, supporting company personnel with CRM system tasks, processing customer orders, performing reconciliation of shipping and billing charges, supporting the sales team with service agreement proposals, assisting with customer biomed training preparations, managing calibration of service testing equipment, reviewing and organizing technical services documents, evaluating administrative processes for efficiency, monitoring and ordering spare part inventory, coordinating returns of defective parts, and applying credits to customer accounts.

Requirements

AA Business or similar field required; post-secondary education in a technical or computer-related field strongly preferred.
Minimum 8+ years’ experience in an administrative, technical or computer-related role required; special consideration given to those candidates with significant tech support and/or healthcare experience.
Excellent communication skills, both verbal and written, required; must communicate well via the telephone.
Strong interpersonal and skills conflict resolution skills.
Exceptional computer skills required with particular emphasis Microsoft Office products and ERP/CRM systems; Southware, JD Edwards, or similar systems experience also desired.
Must be well-organized, have a high detail orientation and be flexible in performing daily duties.
Team orientation and ability to work well and communicate within technical service and cross-functional meetings.
Capacity to Lead/Direct/Facilitate detailed process improvements through, analysis, data collection, evaluating options/solutions, and providing written/verbal communications to management.
Employees must be legally authorized to work in the United States.
Employees must not be specifically barred from working with Federal contracts, government entities or otherwise listed on excluded parties list as maintained by the Federal government.

Nice To Haves

post-secondary education in a technical or computer-related field strongly preferred.
significant tech support and/or healthcare experience.
Southware, JD Edwards, or similar systems experience also desired.

Responsibilities

Tracks and processes tech services loaner unit use — creates service cases and follows up on outstanding units.
Coordinates continuous demo pool rotation creates service cases; provides reports to sales reps and management.
Support various company personnel with creation of custom dashboard views using the CRM System.
Processes customer orders for pending repairs and invoices orders using the CRM System, service database.
Perform reconciliation of shipping and billing charges.
Supports sales team with service agreement proposals and implementation into the CRM System.
Supports preparations for customer biomed training conducted by the company.
Manages calibration of all service testing equipment Secures competitive bids and coordinates test equipment repairs. Reviews all test equipment certifications documents to ensure compliance.
Reviews, organizes and maintains the tech services documents (device history records) within filing system, per QA/RA directives.
Evaluates administrative processes, in conjunction with manager and team supervisor, to improve efficiency within the tech service and with intra-related departments.
Monitors, setting stocking amounts, ordering spare part inventory from Erbe GmbH, providing monthly reports warranty/non-warranty and reconciling discrepancies.
Coordinates returns of defective parts, devices and testing equipment as required; resolves outstanding issues with Erbe GmbH technical service colleagues.
Applies required credit to customer accounts for any service related returns.