Customer Support Representative - New South Wales, St Leonards 8 Herbert St

Work Flexibility: Onsite

Basic purpose of role/Why the job exists:

The Customer Support team is the first point of contact between our customers, both internal and external, and ProCare (Technical Service) as a whole. They coordinate and prioritise the workload for the Treatment Service Engineers whilst ensuring that the Field Service Engineers have everything that they need to perform their role. They are also responsible for order processing through to invoice for ProCare. This role will also provide support to the Demo team including booking, sourcing and scheduling of Demo bookings.

Responsibilities:

• Call handling of all phone inquiries into the Repair Centre
• Booking incoming repair jobs through Service Max and prioritising work orders based on circumstances, driving the workflow of the Treatment Service Engineers
• Dispatching repaired items back to the customer
• Management of Service Contracts, including the documentation, entering them into Service Max and the maintenance thereof
• Receipting incoming parts and arranging the distribution of them when required to the Field Service Team
• Management of the ProCare email through Service Max, responding to customer enquiries within appropriate timeframes
• Following up with customers to obtain Purchase Order numbers for jobs that have been quoted for repair
• Shipping and receiving loan items and following up outstanding loan units
• Active participation in weekly team meetings and monthly presentations back to the business.
• Meet and exceed targets and KPI’s set and measured
• Reporting on ProCare metrics as required throughout the business.
• Ensure individual actions & team processes maintain an exemplary record of compliance and commitment to relevant quality standards through the use of the local quality management system.
• Participation in continuous process improvement aligned with the quality standards.
• Supporting the Demo process where required
• Performs other assigned duties as required.

Critical Requirements

• Excellent oral and written skills, organizational and time-management abilities, effective inter-personal skills, and the ability to work with personnel at all organizational levels.
• Ability to work in a high technology environment with a high degree of accuracy and attention to detail (particularly JDE, ServiceMax and Microsoft Office Suite)
• Flexibility and adaptability to the demands and requirements of a fast-paced environment with multiple demands and priorities.
• Highly developed customer service skills, including conflict resolution.
• Understanding of administrative and clerical processes including knowledge of invoice and electronic filing systems.
• Advanced communication skills to work with a diverse range of internal and external customers and colleagues, manage expectations and escalations with stakeholders
• Ability to learn new products and systems.
• Attention to details and ability to work to deadlines and plans.
• Ability to work within a team to ensure customer expectations are met and exceeded
• Advanced comprehension of processes related to field service, repairs, and system inquiries 
• Ability to think outside of the box, challenge historically defined processes and put forward ideas for change and improvement

Travel Percentage: 0%