Service Support Associate

3 weeks ago

Dublin, Dublin City, Ireland Uniphar Medtech Full time

Uniphar - Who We Are

With 3,000+ employees across Ireland, the UK, Europe, MENA, and the U.S., Uniphar partners with 200+ top pharmaco-medical manufacturers, delivering specialised, tech-enabled solutions through its three divisions: Medtech, Supply Chain & Retail, and Pharma.

This opportunity is within Tekno Surgical, part of Uniphar Medtech, a division focused on delivering innovative medical technologies and solutions.

Purpose of Role:

The Service Support Associate provides a key interface with the customer, supporting Capital Equipment in the field, including servicing and repair processes. Working with the Technical Services Team, the successful candidate will demonstrate excellent customer focus. Duties are assigned under the supervision of the Head of Service and Technology Support. Tekno supports flexible and hybrid work practices.

Principal Duties and Responsibilities:

  • Meet and exceed customer expectations as the first point of contact
  • Respond proactively to customer calls/queries, assign service jobs to engineering team
  • Update Navision Service Module with repair, inspection, PPM, contract, and call-out details, including invoicing
  • Maintain accurate equipment lists with customers, including warranty status
  • Inform customers about products nearing End of Life/End of Service to facilitate sales/replacements
  • Process Service Orders accurately and maintain documentation
  • Provide timely quotations and secure purchase orders
  • Manage service contact SLAs
  • Liaise with Engineers on scheduling visits and callouts, monitor progress
  • Issue invoices and resolve queries, coordinate with Finance
  • Communicate service progress to customers
  • Coordinate repairs with manufacturers, including purchase orders
  • Report on service contract performance periodically

Role Requirements:

  • Effective communication skills, both verbal and written
  • Results-oriented with initiative
  • Team player with a flexible approach
  • Attention to detail and organizational skills
  • Good IT skills; experience with ERP systems like MS Navision is desirable

About Tekno Surgical

Established in 1996 and based in Dublin, Tekno Surgical provides Orthopaedic implants and a wide range of surgical specialties. Its customer base includes all public and private hospitals in Ireland. Revenue is approximately €75M annually.

Website: http://www.tekno-surgical.com/

Tekno Surgical is part of the Uniphar Medtech Division.

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • IT Services and IT Consulting
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