Role Title

Service Support Administrator (Fixed Term Contract)

Reports To

Service Support Manager

Location

Wildflower Way, Boucher Road, Belfast, BT12 6TA

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 sits within Cardiac Services / Uniphar Medtech, a dedicated division focused on delivering innovative medical technologies and solutions.

Key Duties and Responsibilities

This Job Profile is not an exhaustive list of duties for the position holder. It does, however, provide an indication of the main duties and responsibilities of the position.

• Meet and exceed customer expectations as the first internal point of contact for the customer.
• Proactive Management of Customer Relations.
• Manage and respond to a high volume of customer calls/emails in a professional & timely manner.
• Plan and coordinate the scheduling of service jobs, including breakdowns, preventative maintenance visits and provision of loan devices with Customers and Engineering team.
• Booking-In of equipment for repair/service in our workshop.
• Communicate progress/status of service jobs to customer.
• Coordinate manufacturer repairs as required (obtain RMA, approve repair and issue purchase order).
• Record and analyse customer satisfaction using feedback procedures.
• Provide Quotations for repairs/callouts/spare parts to customers in a timely manner and to a professional standard.
• Manage customer invoicing in a timely manner, promptly resolving invoice queries.
• Sales Order Processing for spare parts.
• Purchasing of Spare Parts from suppliers/manufacturers.
• Support the management of Service Contracts with customers including contract quotation & renewals, contract setup and scheduling of PM visits.
• Support the Sales Tender Process by providing service inputs to Tender Responses.
• Work in a team-based manner (team members are based in our Belfast, Dublin and Manchester offices and cross-support is required).
• Actively contribute to a very positive team environment.
• Partner with Service Engineering, providing required admin support.
• Attend and be a valued contributor to Service Department meetings as required.
• Participation in process improvement projects.
• Other duties that may be assigned from time to time.

The successful candidate will be required to update their knowledge and skills to fit the changing requirements of the role. Therefore, this Job Description is an outline of the current broad areas of responsibility and accountability and should not be regarded as a comprehensive listing. It will be reviewed and updated in line with future needs.

Role Requirements

• 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 customer 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.
• Team player: Actively contribute to the development of a positive team environment, demonstrating a flexible approach.
• Attention to Detail: Ensures that work is executed accurately and completely, paying close attention to the detail.
• Good analytical skills to help drive process improvements.
• Demonstrates excellent organisational skills with the ability to prioritise in a busy 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. SAP, Microsoft Dynamics, Navision, Service Max or Sales Force would be an advantage.
• Demonstrates energy, real initiative and ability to work independently.
• Flexible to adapt to changing situations.
• Although this is a hybrid role (following probation period), candidates should have the ability to work remotely from own home should this become necessary due to unforeseen emergency situations such as the COVID-19 Pandemic.

Why work with us

Our core values, titled our Medtech Mindset, guides our culture and work environment:

• We Go Forward Together: We operate as a unified team, leveraging diverse specialties to make swift, collaborative decisions and embrace progress over perfection.
• We Take Our Business Seriously: We prioritise compliance and risk management to ensure the best outcomes for our patients and partners, supported by our innovative portfolio and commitment to sustainability.
• We Deliver Exceptional Results: We focus on quality, customer satisfaction, and commercial success to achieve outstanding results for our patients, customers, and business.

If you have similar values and are passionate about making a meaningful impact, we invite you to join our team and help us drive forward together.