JOB DESCRIPTION:

Abbott Medical GmbH in Eschborn is looking for a

Service Coordinator & Customer Service Specialist (m/f/d)

PURPOSE OF THE ROLE

Coordinate and plan the daily service activities for Capital Equipment Electrophysiology. Be the link between internal and external customers and the field service team. Responsible for the front and back office administrative and logistical support for the Capital Equipment Service Team. The service team is responsible for installation, upgrading, repair and preventive maintenance of all capital equipment part of Abbott’s product portfolio in compliance with abott Business code of conduct, Regulatory and Quality policies and procedures.

ROLES & RESPONSIBILITIES

• Be the Front-office key contact person for Capital Equipment. Handling incoming calls by phone and E-mail for external and internal customers. Performs administrative and incidental administrative functions such as preparing correspondence, answering telephones, maintaining electronic files and supplies, keeping appointment calendar, compiling and preparing regular and special reports, and other tasks as necessary
• Managing order processing for all servicing related activities
• Backorder monitoring
• Close cooperation with Supply Planning BrusselsResponsible for planning the DACH & BENELUX Capital Equipment team members for optimal scheduling of field interventions
• Co-ordinate non-planned service visits and repairs (Break/fix):
  • Assign Work Orders and schedule dispatch of Field Service personnel
  • Manage break/fix parts orders and follow-up on delivery
• Coordinate and manage planned service activities:
  • Create Cases and create Work Orders
  • Assign Work Orders and schedule dispatch of Field Service personnel
  • Manage installation parts and follow up on delivery
  • Coordination of installation dates
  • Creating intervention lists supporting pro-active scheduling for appointments and preventive maintenance for the Capital Install Base
• Assist in administrative follow-up and documenting field service interventions per QA (Quality) system requirements
  • Invoicing all type of Capital Equipment orders including service contracts
  • Update and maintain install base including device location
  • Archiving service records from Field Service personal
  • Uploading and archiving service records from 3rd party service providers
• Assist in Capital Equipment customer service tasks:
  • Enter service parts orders into SAP
  • Work closely with the Capital equipment back office team
  • Follow-up of the acceptance agreements and monthly reporting to finance and sales
  • Consignment count checking
  • Coordination of 3rd party invoices

EDUCATION & COMPETENCIES

• A bachelor’s degree in Business Administration or equivalent by experience is desired
• In addition, minimum of four plus years of progressively more responsible business administrative experience is required.
• Previous experience in scheduling tasks and people by using any kind scheduling software is desired
• Requires a demonstrated knowledge of the practices and procedures of the function, company products, policies and programs
• Knowledge of warehouse executions is a plus
• Experience working in a broader enterprise/cross-division business unit model preferred
• Ability to work in a highly matrixed and geographically diverse business environment
• English is a must, any additional European languages is a plus
• Computer skills : MSOffice, SAP, Salesforce.com… is desired
• Requires occasional lifting of products and material related to handling in the Warehouse and the Technical Repair Center
• Ability to be flexible and respond to situations at short notice
• Ability to work with little supervision within a team and as an individual contributor in a fast-paced, changing environment
• Ability to travel approximately 10%, including internationally

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

EP Electrophysiology

        

LOCATION:

Germany > Hesse : Helfmann - Park 7

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 10 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable