Service Administrator

At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safer environment for patients.

The primary function of the Service Administrator is to assist with the day-to-day service administration including contract enquiries internal and external, supporting the growth and expansion of UK Service Contracts. Give support to the UK Service Department Administration Business to deliver excellent customer service.

• Work as part of the Customer Service Administration team to ensure that all administrative duties are completed efficiently and accurately, according to company processes and policies.
• Achieve KPI's and service levels while working efficiently and calmly to provide a high level of customer service for our internal and external customers.
• Manage telephone calls, email communication and chats from clients and their customers in relation to their service contracts in a polite and prompt manner providing a high level of customer service.
• Act as a point of contact for escalated customer queries as and when required.
• Ensure that any queries are clearly documented and followed up in a timely manner.
• Communicate with Customers for approvals and the return of Loan Devices.
• Provide pricing and delivery information to Customers and colleagues.
• Raise and process quotes for Engineer site visits and Service centre repairs.
• Create invoices explaining work carried out in detail and sending to customers.
• Respond to requests for estimates, quotations, service invoices and purchase orders.
• Chase purchase orders for on-site repair/call outs.
• Monitor and manage return of RGAs.
• Identify, progress chase, and resolution of any issues raised by customers and escalate where necessary following Spacelabs Healthcare procedure utilizing the Quality Management System.
• Keep the service team and colleagues informed of customer issues, particularly where sensitivity is required e.g., deadlines, complaints.
• Use and keep up to date MFG and CRM systems for tracking customer activity.
• Provide support to all areas of the service administration team, especially at busy periods and to cover absences.
• Support the team to co-ordinate the day-to-day activities and management of our Field Service Engineers, including the scheduling of planned preventative maintenance visits, installations, and breakdowns, liaising with Field Service Engineers and Customers regarding appointments.
• Organise any remedial works following service visits.
• Provide Field Service Engineers with relevant information prior to site visits.
• Process Field Service Engineer and internal Engineer stock orders, assist with stock counts and work through discrepancies.
• Provide quotations for Engineer's site visits and In House Repairs.
• Ability to train and support others and to review and support new processes.
• Work closely with account managers to provide a high level of customer service.
• Respond to reactive works in a proactive way.
• Perform miscellaneous tasks as and when required by your Line Manager.
• Duties may be modified or assigned at any time to meet the needs of the business covering all aspects of UK Service Administration.

• Providing new and renewal service contract quotations, taking into consideration the various factors affecting quotation pricing and services provided.
• Ensuring that contracts and warranty on new equipment approaching expiry are attended to with customer satisfaction.
• Fulfil a key role in maintaining and helping develop the Company's Contract Service Business.
• Provide renewal supporting documentation.

• Use and keep up to date and maintain records within MFG and CRM system.
• Review and update reports and spreadsheets.

• Proactive, uses initiative, demonstrates self-motivation, and drive to increase sales and service opportunities.
• Strong attention to detail and administration skills.
• Problem solving skills, with the ability to identify the exact detail of a problem through rational processes and to be able to take steps to ensure a successful resolution.
• Planning, organizational, time management and negotiation skills.
• Intermediate to Advanced skill level in Microsoft Office Suite i.e., Word, Excel, and Outlook.
• Excellent communication skills with both internal & external customers.
• Able to build good relationships at all levels with a positive and flexible approach.
• Proficient in the use of Microsoft Word, Excel and Outlook, experience with MFG Pro and CRM will be an advantage, training will be provided.
• Must be an excellent communicator both verbal and written with good level of general education.
• Numeric skills compatible with compiling quotations.
• Good organisational skills including prioritising workload and using own initiative with the ability to retain information due to the variety of tasks required of this role.
• Follow and operate within company guidelines for SLA (Service Level Agreement) for responding to customer calls.
• Promote whenever applicable the services and products of Spacelabs Healthcare Ltd.