What are the responsibilities and job description for the Service Administrative Assistant position at Oticon?
The Service Administrative Assistant is responsible for managing installed equipment repairs and calibrations and plays a crucial role in fostering effective communication with both internal and external stakeholders, delivering top-notch customer service, and providing invaluable support to e3 Customers, the e3 Sales Team, and their e3 Service colleagues.
Responsibilities
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Responsibilities
- Schedule customers for calibration appointments, installations, routine service, and emergency repairs.
- Partner with Sales Admin to support the customer.
- Provide technicians with pertinent information related to service calls.
- Responsible for confirming technician appointments.
- Order parts as required; ensure purchase orders (POs) are provided to appropriate stakeholders.
- Review and submit all service calls for invoicing, ensuring POs when needed, no pricing errors and the job does/does not require any follow up appointments.
- Schedule, coordinate, and track all in-house and manufacturer repairs.
- Maintain customer database, including updates to addresses, phone numbers, email addresses, and contact names and email addresses.
- Maintain files; ensuring all service paperwork is filed correctly and accessible as needed.
- Maintain updated and accurate price lists to ensure all parts and service are quoted/billed correctly.
- Serve as local office contact for receiving and shipping of parts.
- Support new prospect/customer initiatives.
- All other duties as assigned.
- Team player with a positive attitude.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to prioritize tasks and to delegate them when appropriate.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Ability to foster a collaborative and efficient work environment.
- Proficient with Microsoft Office Suite or related software.
- Knowledge of Salesforce and Navision or other ERP system.
- Must be at least 18 years of age.
- High school diploma or equivalent.
- At least one-year related administration experience required.
- Previous customer service experience
- 10% - Occasional travel to home office and annual conferences.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 25 pounds at times.
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