Job Description

OVERALL RESPONSIBILITY :

Overall responsibility is to provide management support to the Service Department in all aspects of customer service, handling and processing of all in-house repairs for Core and Biosystems Products, 3rd party vendor repairs, international shipments and consignment control of service loaner equipment. Collaborate with our Japan staff regarding shipments of equipment to and from Japan. Provide various reports from SAP/SFDC as required by management on a timely basis. Support other areas as needed as it relates to overall business success, revenue and processes. Establish process improvements to increase productivity and revenue for the Service Department.

KEY AREAS OF RESPONSIBILITY:

• Processing of all incoming repairs within the Service Dept. from customers and consignment inventory, from the initial receipt of equipment to estimating, payment receipts, shipment and invoices. Monitor any problems or issues to properly assess the condition of equipment for accurate estimates to be provided to customers and/or warranty claims to be validated.
• Collaborate with the Parts Department to ensure the parts needed for repairs are properly processed or back ordered.
• Excellent communication skills to collaborate with and interact with customers, vendors, internal staff and other departments including but not limited to sales and management.
• In collaboration with the Assistant Manager, Technical Services and Training, oversee and assign repairs for in-house technicians/personnel ensuring all information of equipment received and customer account is accurately input on Service Orders.
• Review the status of customer repairs on a timely basis and notify customers and/or Sales Representatives of outstanding or expiring quotations to improve the turn-around time and return of equipment.
• Processing of all 3rd party vendor equipment received from customers or consignment returns that need assessment or are sent to vendors for repair. Ensure that proper RMA procedures for each individual vendor are followed, documents are provided and review of quotes to ensure they accurately reflect the work being performed.
• Collaborate with each vendor on outstanding or delayed repairs to expedite our return of equipment to customers in a timely manner.
• Review of invoices for accuracy and approval in our A/P Dolphin system to ensure correct payments are made to vendors.
• Interact with the Import/Export Department as needed for international shipments of equipment that require proper documentation and compliance with all outbound or incoming equipment. Obtain Manufacturers Affidavit and Declaration by Foreign Shipper and Importer as required for international shipments. Obtain changes to commercial invoices as requested by the Import/Export Department. Attend I/E meetings as needed to maintain current compliances.
• Collaborate with other departments as needed as they pertain to repair equipment including but not limited to Purchasing, Product and Finance to be in compliance with accounts and handling of any finance issues.
• Processing of subcontractor and factory repairs (objective repairs) received from customers or consignment inventory. Creating and processing factory MSR and MSS returns and shipments. Review of quotes to ensure they accurately reflect the work being performed. Maintain accurate records of all subcontractors, MSR and MSS shipments.
• Accurately record and maintain the Service Consignment Loaner and In-house Accounts as it pertains to customer repairs to ensure all equipment is properly accounted for at customer or internal locations. Collaborate with our Consignment Distribution Center staff to keep accurate records of transfer of equipment off the Service accounts on an as needed basis, when repairs are completed and returned to customers.
• Assist with Product RMAs to ensure that Products that need repair at 3rd party vendors are properly processed. In coordination with Operations Group ensure that Products are properly processed in SAP for out and return from vendor status. Collaborate with each vendor on outstanding or delayed repairs to expedite our return of equipment to customers in a timely manner.
• Interact with Authorized Repair Stations as needed regarding repairs and/or parts issues.
• Issuing of Purchase Orders as required for payment of services or repairs to 3rd party vendors.
• Assist Biosystems Group when support is needed for service repairs, on-site service, quotes, PO’s, etc.
• Provide weekly and monthly reports to management and other various reports on an as needed basis when requested.
• Notify management and provide reports of any service/repair/parts issues or trends as it relates to improving quality.

ANCILARY RESPONSIBILITY:

• Assist all Service, Consignment and Operation Departments on an as needed basis.
• Attend meetings as needed.
• Ability to sit and stand for long periods of time

KNOWLEDGE. SKILLS & ABILITIES:

• High School Diploma
• 2 - 4 years of experience in a Service Department environment
• Knowledge of SAP and Salesforce business process preferred
• Technical knowledge of scientific equipment is helpful, including the basics of microscopes.
• Experience with customer service
• MS Office applications (Word, Excel, Outlook)
• Excellent organizational and time management skills
• Excellent written and verbal communication skills
• Ability to lift to 50 lbs.
• Ability to work outside of regularly scheduled work hours as needed

Reasonable accommodations may be made to enable individuals to successfully perform the essential function of the position.

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