Technical Services Administrator

Erbe USAorporated•Kennesaw, GA

7d•Onsite

About The Position

The Technical Services Administrator plays a crucial role in managing and coordinating various administrative and technical support functions within the Technical Services department. This position involves tracking loaner units, managing the demo pool, supporting personnel with CRM system functionalities, processing customer orders, reconciling charges, assisting with service agreement proposals, and supporting customer training. The role also includes managing calibration of testing equipment, coordinating repairs, maintaining documentation, evaluating administrative processes for efficiency, and managing spare part inventory. This is an individual contributor role with no direct supervisory responsibilities, operating within a professional office environment.

Requirements

AA in Business or similar field required.
Minimum 8+ years of experience in an administrative, technical, or computer-related role required.
Excellent communication skills, both verbal and written, required.
Strong interpersonal and conflict resolution skills.
Exceptional computer skills required with particular emphasis on Microsoft Office products and ERP/CRM systems.
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, creating service cases and following up on outstanding units.
Coordinates continuous demo pool rotation, creates service cases, and provides reports to sales reps and management.
Supports company personnel with the creation of custom dashboard views using the CRM System.
Processes customer orders for pending repairs and invoices orders using the CRM System and service database.
Performs reconciliation of shipping and billing charges.
Supports the sales team with service agreement proposals and their 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 and documents to ensure compliance.
Reviews, organizes, and maintains tech services documents (device history records) within the filing system, per QA/RA directives.
Evaluates administrative processes, in conjunction with manager and team supervisor, to improve efficiency within tech service and with intra-related departments.
Monitors, sets stocking amounts, orders spare part inventory from Erbe GmbH, provides monthly reports on warranty/non-warranty, and reconciles 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.