Service Operations Coordinator

3 weeks ago

Blyth, Northumberland, United Kingdom Dräger Full time

About Us

At Dräger, we are dedicated to safeguarding lives through innovative medical and safety technology. Our mission is to provide solutions that are essential for the well-being of individuals and communities worldwide.

Position Overview

In this role, you will be responsible for managing service orders and ensuring the efficient processing of customer equipment. Your contributions will be vital in maintaining our commitment to quality and customer satisfaction.

Key Responsibilities

  • Generate appropriate service orders within our management system for all incoming equipment.
  • Oversee the physical handling of customer devices.
  • Produce acknowledgments for customer service orders.
  • Prepare and deliver customer quotations.
  • Issue customer invoices accurately.
  • Create necessary shipping documentation.
  • Initiate repair requests for third-party services.
  • Ensure the precision of repair records.
  • Follow up on pending customer orders to meet specified timelines.
  • Maintain and update customer information.
  • Achieve departmental performance targets.
  • Provide initial technical support to customers regarding repairs.
  • Communicate effectively with customers about repair inquiries, including receipt, dispatch, delays, and invoicing.
  • Coordinate courier shipments as needed.
  • Engage directly with third-party suppliers.

Additional Responsibilities

  • Participate in personal development and training initiatives.
  • Assist with various projects as assigned.
  • Offer administrative support to Repair Centres when necessary.

Shared Responsibilities

All team members are expected to:

  • Adhere to the Integrated Management System (IMS) and minimize environmental impact in their duties.
  • Promote and ensure safe working conditions for all employees and visitors by following health and safety regulations.
  • Embrace our core competencies: building trust, creating customer value, enabling others, providing direction, embracing diversity, and delivering results.

Reporting Structure

You will report to the Lead Administrator.

Team Environment

You will be part of a service administration team consisting of seven members, within a larger Service & Repairs team of 24 individuals.

Qualifications

Education

  • GCSEs at grade C or above (or equivalent) in English Language and Mathematics are preferred, or relevant work experience.

Experience

Preferred Qualifications:

  • Demonstrated administrative and coordination capabilities.
  • Experience in various customer administration functions.
  • Familiarity with management systems.
  • Customer service experience, including face-to-face, telephone, and email communication.

Skills and Competencies

  • Proficient in IT applications (Outlook, Microsoft Excel, and Word).
  • Ability to prioritize tasks to meet customer expectations.
  • Attention to detail and accuracy in data entry is essential.

Benefits

  • Generous holiday allowance plus bank holidays, with the option to purchase additional days.
  • Flexible working arrangements.
  • Access to discounted health and wellness programs.
  • Subsidized dining options.
  • Discounts on shopping and leisure activities.
  • Salary sacrifice vehicle scheme.
  • Cycle to Work program.
  • Discounts on gym memberships.
  • Opportunities for charitable contributions.

Our Commitment

At Dräger, we strive to create a diverse and inclusive workplace where all employees can thrive. We welcome applications from individuals with the necessary qualifications and experience, regardless of their background.

Our products are relied upon globally, from healthcare facilities to emergency services, combining advanced technology with a commitment to improving lives.

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