What are the responsibilities and job description for the Service Admin Dispatcher position at Bio-Rad Laboratories, Inc.?
Overview
As a Service Administrator for our Service Department, you will be managing day to day tasks including scheduling of the Field Service Engineers in the Nordic region, ordering spare parts, speaking with customer to arrange service and installation visits. Preparing and sending out quotes and inputting contracts into ServiceMax. Perform and monitor billing of Contracts and Work Orders in ERP. Updates records and ensure the quality of data in ServiceMax and ERP. Communicating with Field Service Engineer, Sales, and Customer Technical Support to ensure all stakeholders are involved in the dispatching process. Communicating with customers on scheduling and keep them updated. Monitor daily operations through Dashboards.
Plese note that this is a hybrid position, you will spend 3 days in our office in Watford and 2 days in home office.
How You’ll Make an Impact:
- Fully responsible to keep, maintain and implement process controls for the management of service contracts, service billing, quotations and reporting. Maintaining records, renewal notices and all service mailings in line with business requirements. Invoicing Service contract and Workorders from ServiceMax. Monitor and correct invoices in ServiceMax or in ERP where needed.
- Processing of credit notes and re-invoicing in ERP (SAP)
- Service contract renewal and Service contract offer.
- Daily duties to schedule and control resource management against customer SLAs.
- Dispatching of the Field Service Engineers within 20 min from work order creation.
- Order of spare parts and shipping of urgent spare parts to the Field Service Engineers or directly to the customer. Monitoring of Parts Orders in ServiceMax and ERP.
- Main contact person of any question about service center repair.
- Preventative Maintenance Planning within correct timescales and contract entitlement, meet our KPI´S
- Planning with Sales/Customer Technical Support and customer the installation of systems.
- Establish Quotation for in-house and field service billable work orders.
- Control of calibration of all service tools (voltmeter, temp meter) and update in ServiceMax.
- Arranging for external calibration
- Coordination of cycle count for Field Service Engineers car stock using ServiceMax.
- General Admin responsibilities as required.
- Adherence to process and operating procedures.
- Creation of Purchase requisitions in SAP for all the suppliers and services linked to the Service Department.
- Manage all daily administration tasks within a given time frame.
- Testing new service procedures / new releases in SAP/ServiceMax.
- Monitor and answer common mailbox for service
What You Bring:
- Experince in a customer facing environment, preferably within Technical Service and experience from dispatching Engineers.
- Experience working in Service Admin organization in a customer facing role is a must.
- Strong, demonstrable administration experience required.
- Structured in your work
- Strong communication skills with internal and external customers to ensure effective management and control of the PM, repair or installation.
- Good time management skills and good listening skills.
- Good experience with Windows PC skills including Word and Excel.
- Working knowledge of SAP and ServiceMax is perceived as an advantage.
- Flexible to changes and learning experiences.
- Ability to adapt and work as part of a team or independently.
- Able to take ownership and work close with local Service Manager and Service Admin Supervisor.
Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.
EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with disabilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.