About this role
A supplier of IVD products requires the above to provide administrative, operational, and coordination support to the Service Department. Minimum requirements for the role: A minimum Matric (Grade 12) is required for this role. A relevant qualification in Business Administration, Customer Service, Office Administration, or similar is preferred. Previous experience having worked within an administrative or customer service role is preferred. Must be proficient in Microsoft Office, Outlook, Teams, and SharePoint. Strong organisational, communication, and customer service skills. High level of accuracy and attention to detail. Previous experience working within a medical, laboratory, technical, or service-related environment is preferred. Must have experience with ERP, CRM, or Service Management Systems as well as having a knowledge of inventory and purchase order processes Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting is a plus. Ability to troubleshoot technical issues and clearly explain solutions to customers by telephone. The successful candidate will be responsible for: Providing administrative, operational, and coordination support to the Service Department. Managing service calls, assisting customers and scheduling appointments for Engineers. Handling financial paperwork (quotes, invoices, track expenses) and maintaining accurate service records. Administering service contracts and generating reports. Supporting compliance with quality and ISO requirements. Communicating with end users, Field Service Specialists, Clinical Applications, and Field Sales representatives to troubleshoot technical problems. Providing customer support and escalating issues to Installation and Support Specialists when necessary. Documenting the details of each customer call, including the troubleshooting steps taken, solutions provided, and answers given, in the database. Assisting with the training and development of new Customer Support Specialists. Participating in special projects for customers or the Technical Support department as needed. Maintaining accurate and complete customer support records in accordance with established procedures. Providing professional, responsive, and customer-focused support during all interactions. Salary package, including benefits, is highly negotiable depending on experience gained.