Sales Support 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, enabling better-informed decisions, increasing efficiencies, and creating a safer environment for patients. Why work at Spacelabs? Because lives depend on you!

Role Overview

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

Key Responsibilities:

• Work as part of the Sales Support Administration team to ensure that all administrative duties are completed efficiently and accurately, according to company processes and policies.
• Achieve KPIs 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.
• 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 send them to customers.
• Respond to requests for estimates, quotations, service invoices, and purchase orders.
• Chase purchase orders for on-site repair/call outs.
• Identify, progress chase, and resolve any issues raised by customers and escalate where necessary following Spacelabs Healthcare procedures 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 during busy periods and to cover absences.
• 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.
• Train and support others and review and support new processes.
• Work closely with account managers to provide a high level of customer service.

Contract Quotes and Communication:

• Provide new and renewal service contract quotations, considering various factors affecting quotation pricing and services provided.
• Ensure that contracts and warranties 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.

General Responsibilities:

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

Benefits:

• 25 days holidays plus bank holidays, increasing up to 29 days after 10 years’ service.
• Life insurance entitlement from the first working day, which is four times your basic salary.
• 2 days paid charity work if you wish to volunteer and work for your nominated charity.
• Birthday off.
• Pension.
• Cycle to work scheme.
• Enhanced Maternity and Paternity pay.
• Healthcare Cash plan.
• Eden Red discounts.

Candidate Requirements:

• 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 take steps to ensure a successful resolution.
• Planning, organizational, time management, and negotiation skills.
• Intermediate to Advanced skill level in Microsoft Office Suite (Word, Excel, Outlook).
• Excellent communication skills with both internal and external customers.
• Able to build good relationships at all levels with a positive and flexible approach.
• Proficient in the use of Microsoft Word, Excel, Outlook; experience with MFG Pro and CRM will be an advantage (training will be provided).
• Must be an excellent communicator both verbally and in writing with a good level of general education.
• Numeric skills compatible with compiling quotations.