At KARL STORZ, we take pride in helping patients through some of the toughest journeys of their lives.We are making contributions that matter. Regardless of your role, YOU improve patients' lives every day.ResponsibilitiesAll technical service-related workflow stages including quotes and invoicing within the ERP and Service management system. Required to understand the pricing structure around service replacement, new stock and service exchange program.Be a key user in SAP for Service function, ensure all transactions and inventory movements are performed with accuracy.First contact for all technical service-related telephone calls, first line support and triage the calls to the correct engineer or technician. Support the engineers in the field with callback queries.Track service requests from initiation to completion, ensuring all tasks are completed on time and to the customer's satisfaction.Monitor and maintain the Service ticketing systems for errors and resolve according. Maintain the accuracy of the databases to ensure compliance with Karl Storz Service policy.Interact with global repair centres to pursue international repairs underway, quotes and warranty returns. Includes interaction and follow up with Germany within tight timeframes.Communicate with customers to provide updates on service requests, estimated arrival times, and any changes to scheduled services.Handle customer inquiries, complaints, and feedback professionally and effectively.Reconciling all parts usage with the technical service workflow.Liaise and report on Service job status to relevant business functions, and pursue outstanding quotations with customers and Sales function.Your TalentsPrevious experience in customer service and/or service administration.Experience handling technical support calls is highly desirable.Experience working with SAP or similar ERP systems preferred.Works in a calm and logical way to solve issues.The ability to interact with internal and external customers in a professional manner that meets the customer's expectations and enhances the reputation of Karl Storz Australia and its products.Intermediate to advance Microsoft Office suite skills.A medical device background or experience with a medical device company is desirable.BenefitsLeave Benefits (Annual Leave, Personal Leave, Parental Leave, etc.)Transport Allowance (if applicable to role)Onsite ParkingAccessibility to Public TransportFlexible Work ArrangementsWellness Programs and ActivitiesProfessional Development OpportunitiesGlobal Exposure & Business Travel Opportunities (if applicable to role)
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