Technical Service Support Administrator

1 week ago

Markham, Ontario, Canada ICU Medical, Inc. Full time
Position Summary

In this role, you will monitor the customer inquiries intake mailbox and address them accordingly with the support from your peers.

You also play a critical role in processing the in-house repairs, including estimate, shipping etc. while working closely with other functional teams within the organization and/or external customers. The administrator is also involved in investigating and resolving issues related to the device and repairs.
Essential Duties & Responsibilities

  • Responsible for performing the administrative processes and tasks required for the efficient operation of the Technical Services Team.
  • To respond and to resolve enquiries from internal and external customers accurately and in a timely manner.
  • Process repair orders, distribute quotes, print shipping documents and reports, and perform associated Technical Service Department administrative processes and procedures.
  • Respond to customer inquiries including requests for pricing, delivery enquiries, and repair ETA's.
  • Make contact with owners and users of Smiths Medical capital equipment to solicit orders for service works and validation/calibration works.
  • Follow up on quotes and customer responses and resolve customer enquiries or refer to Supervisor for more complex issues.
  • Maintain close relations with Sales, Customer Service and Supply Chain Teams to facilitate high quality support and develop growth opportunities.
  • Filing and archiving of completed repair orders to ensure historical orders can easily be found and reporting documents are accurate and up to date.
  • Perform other duties as assigned by supervisor or manager.
Knowledge, Skills & Qualifications

  • Solid computer skills in MS Office
  • Experience with ERP systems. Oracle preferred
  • Must be bilingual (Proficiency in English and French)
  • Excellent verbal and written communication skills
  • Experience answering phones and providing customer service
  • Filing and archiving experience
  • Quoting and invoicing experience
  • Prior experience in a workshop/service environment will be highly regarded
  • Ability to use imagination and inventiveness to generate novel ideas, approaches and/or solutions that will enhance Company profitability.
  • Ability to handle and work under stressful situations
  • Ability to work independently, consistently and accurately on repetitive tasks
  • Work well in and contribute to a team environment
  • Ability to utilize education and support materials effectively
  • Ability to work safely in an electrical environment
  • Able to manage time and work independently with a range of administrative tasks
  • Decision making within set guidelines
Education and Experience

  • High School diploma; Bachelor's degree
  • 1 5 years directly related to administrative experience and customer service experience preferred
Physical Requirements and Work Environment

  • This is largely a sedentary role.
  • This job operates in a professional office environment and routinely uses standard office equipment.
ICU Medical is an Affirmative Action and Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


Schedule:

  • Monday to Friday

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