Service Operations Administrator

About Us:

How many companies can say theyve been in business for over 177 years!

Here at ZEISS we certainly can! As the pioneers of science ZEISS handles ever-changing environments in a fast-paced world meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research Medical Technology Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42000 employees and have over 4000 in the US and Canada alone! Make a difference come join the team!

Whats the role

The Service Operations Administrator will be responsible for all non-triaged ticket creation/handling along with the auditing of all service transactions related to the support of customers. This includes ensuring tickets are efficiently dispatched to the field to meet SLAs transactions are created to process request via Inhouse Repair (IHR) or Exchange or tickets are created to document work performed by Technical Support. The Service Operations Administrator will also ensure that incoming field service IHR/Exchange and Technical Support transactions are audited prior to closure once the service has been provided. . The Service Operations Administrator will manage all coordination with our Logistics partners while monitoring stock volume and returns. Will maintain cross functional partnerships with multiple departments including but not limited to Field Service Tech Support Customer Repair Center (CRC) Sales and Accounts Receivable.

Sound Interesting

Heres what youll do:

• Perform audits and corrections of technical support ticket to confirmation and incoming field service conformations to ensure conformance with established procedures within agreed upon SLA.

• Maintain and ensure accuracy of customer and product master data for use in customer interactions. This would include the manual creation of product master data as needed.

• Assist Technical Support/ Call Center CRC and Field Service teams with customer requests database corrections ticket requests/dispatches quotes RMAs purchase requestions/orders and other related transactions.

• Process credit and rebill requests from Accounts Receivable.

• Responsible for closure process of service orders completed by Field Service team or processing of documents in CRM/ERP to transact Inhouse Repair or Exchanges along with correcting errors as needed to ensure transactions flow and customers are invoiced correctly

• Monitoring of open call load for Field Service Engineer and assigned region in relation to company Ticket Governance Policy.

• Assist FSEs with schedule organization reassignments/reschedules communication with customer and other administrative tasks to support FSE/FSS and customers.

• Responding to customer inquiries and referring clients to the proper channels for all service interactions as well as keeping customers informed at every stage of the Inhouse Repair and/or Exchanges process Coordinating with third party transportation providers to ensure prompt and proper movement or shipments of medical devices for Inhouse Repair and Exchange as well as handling of shipping complaints regarding lost and damaged items.

Do you qualify

• Associates degree or equivalent from two-year college or technical school or three (3) years related experience

• Excellent customer service skills via phone and email

• Strong multi-tasking skills with the ability to work in several system platforms (ERP CRM Specialized Software)

• Excellent written and verbal communication skills

• Highly organized individual

• Ability to problem-solve and make decisions within established guidelines together with FSEs and FSSs CRC. Etc...

• Fast learner with ability to adapt quickly to situations that change frequently

We have amazing benefits to support you as an employee at ZEISS!

• Medical

• Vision

• Dental

• 401k Matching

• Employee Assistance Programs

• Vacation and sick pay

• The list goes on!

The hourly pay range for this position is $34.00 - $42.00

The pay offered for this role may be influenced by factors such as job location scope of role qualifications education experience & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits including medical plans retirement savings plan and paid time off.

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race color religion creed sex gender marital status age national origin or ancestry physical or mental disability medical condition military or veteran status citizen status sexual orientation pregnancy (includes childbirth breastfeeding or related medical condition) genetic predisposition carrier status gender expression or identity including transgender identity or any other class or characteristic protected by federal state or local law of the employee (or the people with whom the employee associates including relatives and friends).