Service Administrative Coordinator (Remote: AZ, ID, MT, NM, NV, OR, UT, WA, WY)

Employer SteelcoBelimed Inc.

Location

• New Mexico
• Wyoming
• Utah
• Arizona
• Washington
• Oregon
• Montana
• Idaho
• Nevada

Department Service Operations

Type of work Full-time

Type of contract Unlimited

Compensation $25.00 / hour

SteelcoBelimed, established in 2024 from Steelco and Belimed, leads in advanced cleaning and sterilization solutions. Our motto, ‘Innovate with confidence’, drives us to meet customer needs with cutting-edge products and services.

We are your ideal partner for tailored, end-to-end sterile workflow solutions, thanks to a dynamic product range focused on reliability and efficiency. We are setting new benchmarks, ensuring our solutions meet and exceed our customers’ ever-changing requirements.

We believe that winning teams are the key to our success. In SteelcoBelimed you will work in an international, open-minded and hands-on team in a growing industry, committed to improving the health of our society. Apply for this challenging role and join our team in the US.

Your responsibilities

As a Service Administrative Coordinator you will coordinate field service resources to deliver exceptional service to all SteelcoBelimed customers in your assigned zone(s). You will play an integral role in the service organization’s conversion to an active dispatch strategy and developing the processes to support this function.

You will play a key role in assisting field service with part identification, part order processing and maintenance of technicians’ stock. You will also provide an audit of completed work orders as well as maintain the service database by entering and updating customer accounts and equipment information.

While typical work hours will be Monday-Friday, 8:00am-5:00pm Pacific, you will partner with other Coordinators to share responsibility for rotation of on-call coverage. This includes a periodic one week on-call schedule of nights, weekend, and holiday hours at which time your schedule may shift.

Additionally you will have the opportunity to travel occasionally (1-2 times per year) to our US headquarters in Charleston, SC for training and team development.

• Receive and evaluate trouble calls from customer and field technicians via phone and email
• Provide first level technical support to customers and field personnel by assisting with identification, evaluation, and resolution of service and operational issues with the equipment
• Escalate more complex service and operational issues to Level II technical support and leadership where necessary
• Process the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and/or contract status and collecting payment information from the customer for the service call
• Escalate missing warranty/contract data from Account Support Coordinator team
• Communicate pertinent service information and coordinate with service technicians to ensure all service activities are accomplished per SteelcoBelimed’s commitments to the customer
• Schedule, communicate and update customers regarding current requests for service & scheduled maintenance
• Maintain the schedule (work, vacation, time off, etc.) for all service technicians
• Provide clients with information on installed equipment, contract coverage, service costs and service history
• Manage customer expectations and commitments in a professional manner
• Assist internal customers with part orders
• Provide timely and accurate part identification and delivery times for service technicians
• Keep current on part documentation by utilizing service systems to research part application
• Communicate part issues quickly to management for resolution
• Support service technicians with inventory control, including yearly inventory audit
• Audit work orders to technically complete status
• Identify work order information issues from COGI report

Your profile

• High school diploma/GED or equivalent
• Minimum of 2 years customer service/administrative experience in a business-to-business or field service environment
• 1 – 2 years part department experience or part related customer service experience
• Experience in highly detailed work involving data entry, contracts, billing, etc.
• Innovative, and flexible, with the ability to work in a matrix environment
• Excellent customer communication skills with professional level verbal (extensive phone work is required) and written skills
• Demonstrated success working in a cohesive, collaborative and supportive cross-functional team to achieve shared goals
• Strong planning, scheduling, and organizational skills
• Excellent time management skills and the ability to prioritize effectively
• Proficiency with software to include MS Office Suite with emphasis in Outlook, Excel, Word; communication software and database applications
• Strong analytical/critical thinking skills and active listening/comprehension skills
• Proven ability in the technical understanding of part functions
• Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues
• Ability to define and resolve problems, research, and collect data, establish facts and draw valid conclusions
• Willing and able to periodically rotate to a later shift that includes on-call technical support and dispatch coverage during nights, weekends, and holidays
• Ability to travel to US headquarters 1-2 times per year

Our offer

As a full-time team member, you will be eligible for our excellent benefits package to include medical, dental, vision, life and disability insurances, 401(k) with a company match, multiple paid time off programs, flexible work from home options and more!

Join our team and take your career further.