Customer Support Specialist

This role will be based in our M.E.D Surgical Limited IRL Company, which is in our M.E.D Surgical Limited Division.

**The Company**

Cardiac Services was founded in Belfast in 1969. It is at the forefront of supplying and supporting diagnostic and measurement equipment in Ireland and the UK with specific focus on ICU, Coronary Care, theatre and maternity. The pre-hospital division specialises in the supply of AEDs, training devices and primary care / GP supplies. The Hospital Division is mainly focused on Patient Monitoring, Cardiology, Surgical Scopes, Clinical Information Systems and Fetal monitoring. The Service division provides support for products supplied by several sister companies in the SISK Healthcare group as well as those supplied by Cardiac Services.

**The role**

**Key Outcomes**
- Meet and exceed customer expectations (both current and new customers), as the first internal point of contact for the customer.
- Proactive Management of Customer Relations
- Manage and respond to customer calls/queries in a professional manner
- Plan and coordinate the scheduling of service jobs with Engineering team
- Liaise with Service Workshop on booking-in of items, repair schedule, service order management and invoicing
- Communicate progress / status of service jobs to customer
- Coordinate repairs with manufacturers as required, incl. Purchase Orders
- Record and analyse customer satisfaction using feedback procedures
- Support periodic customer site visits as required
- Manage customer billing in a timely manner, promptly resolving invoice queries.
- Provide Quotations to customers in a timely manner and to a professional standard.
- Service Order Processing and Purchase Order processing (spares)
- Support the management of Service Contracts with customers
- Support the Tender Process by providing service inputs to Tender Response
- Work in a team-based manner
- Partner with Service Engineering, providing required support.
- Actively contribute to a very positive team environment and performance.
- Attend and be a valued contributor to Service Engineering Meetings as required
- Management of projects and other duties that may be assigned from time to time

**Key Skills & Experiences**
- Minimum 2 years’ direct experience in a Service Support / Customer Care role preferably in a medical device / healthcare environment.
- Third level qualification whilst not a pre-requisite would be an advantage.
- Demonstrates a strong Customer Orientation, delivering an exceptional service in order to meet and exceed our customers’ expectations
- Effective Communicator: Professional and excellent verbal and written communication skills. Excellent interpersonal skills.
- Results Orientation: Demonstrates the ability to achieve tangible and measurable results. Makes and Meets Commitments
- Attention to Detail: Ensures that work is executed accurately and completely, paying close attention to the detail
- environment with competing demands
- Good administrative and IT/computing skills with experience in using Microsoft Office suite (Outlook,Word and Excel are essential), also familiarity with using an ERP system e.g. SAP, Microsoft Dynamics or Navision would be an advantage.

**C&C Medtech**

C&C Medtech, operating as SISK Healthcare is a pan-European medical device distributor. With presence across 15 markets, SISK Healthcare represents global leading medical device manufacturersacross a multitude of specialities.SISK Healthcare offers training, education and supports customersthrough dedicated clinical specialists across Sales & Technical Service, Clinical IT, Clinical Applications, Training and Education and Customer Service.

A total solutions provider, each of the 9 brands within C&C Medtech compete under their individual brand identity and respective specialities. SISK Healthcare is the umbrella structure for all 9 brands and in addition incorporates centralised support functions across QCRA, HR, Marketing, Finance, Operational Excellence, IT, Logistics and Warehousing.

With more than 400 employees, the team within C&C Medtech is a committed, highly trained and experienced group of professionals with long standing relationships within the industry.

**Uniphar Background**

Uniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland. Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar’s international reach. With a workforce of more than 3,000 spread across Ireland, United Kingdom, the Netherlands, the Nordics, Benelux, Germany and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world.

Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’