Administrative Support 6mth Temp

CooperSurgical is a leading fertility and womens healthcare company dedicated to putting time on the side of women babies and families at the healthcare moments that matter most in life. As a division of CooperCompanies were driven by a unified purpose to enable patients to experience lifes beautiful moments. Guided by our shared values dedicated innovative friendly partners and do the right thing our offerings support patients throughout their lifetimes from contraception to fertility and birth solutions to womens and family care and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers including testing and treatment options as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at.

The employee will be responsible forprovidingadministrativesupportinthebroadestofways andsupportingthe planning and service activities performed by our Service Engineers in EMEA. Your main contacts will be Service Support employeesinEuropeincluding our Technical support team (FLS) and FieldServiceEngineers (FSE) along with the Commercial & Europeanmanagement teams.Acloseworkingrelationshipwith the Customer Service organization is also part of thescope.

This position is responsible for scheduling site visits and coordinating all resources third party companies materials and communication associated with field service activities. The position requires an articulate detailed-oriented employee who possesses excellent project management skills coordination experience and is highly competent in written and spoken communication skills.

The position involves the daily review of all service demands for our European IVF Equipment business. Based on resource product and engineer availability along with customer priorities the Scheduler will communicate directly with external and internal stakeholders in order to develop and publish a comprehensive schedule plan detailing all Equipment-related site visits to effectively satisfy the customer needs. For most customers this Scheduler role will effectively be the face of CooperSurgical because of the close contact he/she will have with the customer leading up to the site visit.

Support the EMEA Service organization across the region to optimize their efforts and increase customer satisfaction. This is done through process optimization system support reporting and analysis activities.

• Responsible for scheduling site visits coordination of resources third party companies and internal and external communications associated with field service activities. Your immediate focus will be on the Iberia region although cross-market support is expected.

• Weekly present a comprehensive service schedule detailing all equipment-related site visits to effectively satisfy the customer needs and uphold our KPIs and SLAs.

• Transfer information into different systems such as CRM Navision SharePoint etc.

• Use CRM Dynamics to administer contracts installed base data accounts cases work orders tools and to plan resources against jobs.

• Log applicable customer communications in the CRM database.

• Maintain CRM database in such a way the data is valid actual and accurate.

• Create orders for service parts.

• Coordinate shipment and delivery in time for visit.

• Assist in documenting processes and SOPs. Be held responsible for updating and maintaining the job-related SOPs.

• Highlight and help execute on own training requirements.

• Be available to attend training sessions to maintain your high standard process and system knowledge to enable you to provide the best support possible.

• Back-up each other in Service Support.

• Strive to perform best customer experience in all aspects.

• The incumbent will act as a liaison with the Customer Service department ensuring that reports processes and systems are shared as aligned between the Service and Repair and the Customer Service organization.

• Assist with telephone support as and when required.

• Follow systems and procedures outlined by the company and comply with local legislation.

• Update the Service Support Supervisor regularly to keep him/her informed of your daily activities.

• Feedback any information to the Service Support Supervisor that can improve process performance and customer experience.

• Performs additional duties or assignments as directed by management.

• Higher degree administrative education

• Preferably at least 5 years of hands-on experience in planning project management or administrative assistance.

• Experience in a Customer Service Organization or in after sales Service Organization is of preference.

• Possesses great communication skills:

  • Excellent written and verbal communication

  • Confident articulate and professional speaking abilities (and experience)

  • Empathic listener and persuasive speaker

  • Showing respect and positive body language

• English mastery a second language is a benefit.

• Master in creating productive structure for yourself and your tasks while creating momentum and results in complex subject areas with many stakeholders.

• Respects stakeholders personal & professional differences.

• High structure and quality-consciousness.

• High degree of ability to use Microsoft office

• Proven in-depth experience and skills in CRM Dynamics 365 is preferrable.

• Passing of background check which may include verification of prior employment criminal conviction history educational and driving records.