This role will suit someone who is highly organised and a strong communicator with a passion for delivering great customer experience.
Our leading healthcare education client is looking for a Business Support Administrator to work within the Education Field Technical Service Team.
What's on Offer
As the company is going through a period of change, the intention is to have someone enter this position and then after approximately a year potentially gain experience in other departments to broaden knowledge, skills, and experience
About the Role
As a Field Services Technical Support person, you will report to the Education and Field Technical Services Manager and will be working within the overarching customer experience workstream.
About the Client
We are an international market leader in training and therapy products for emergency medicine and critical care. By using immersive technologies and data-centric insights we can help to increase survival and improve healthcare quality. We empower lifesavers, and healthcare workers, to help them save more lives
You will be responsible for:
- The management of scheduling the Field service engineers (FSE)for all service delivery that includes on-site, virtual, and advsory visits for our customers.
- The role will be customer-facing. This requires communication verbally, digitally and in written format with customers and staff on planning, organizing and scheduling field technical services. There are currently 6 FSE's.
- The associated administration to support service delivery will require detailed work within salesforce and the use of IT platforms to undertake routine business. The role requires significant salesforce use to create, manage, and schedule work orders, work order lines and order preventative maintenance kits, and liaise with internal staff to request parts for repairs.
- Optimise customer experience at all times, focusing on timely and efficient customer and educator communication and scheduling.
- Plan, coordinate, administer, and organize FSE service appointments using salesforce and digital IT platforms with FSE's, internal staff, and customers.
- Communicate verbally, digitally, and in written formats for positive impact.
- Complete mandated administrative actions and regular communication with supply and logistics for PM kits with the customers and within salesforce.
- Achieve efficient scheduling to enable FSE's to reach mandated management performance indicators and monthly run rates, focusing on optimizing travel time, geographical location, and customer requirements with consideration to sustainability and business costs.
- Collate, interpret, monitor, and produce field technical services data from within salesforce to enable efficient FSE service delivery, provision of monthly dashboard data reports, and occasionally discuss and present this information.
- Ensure that our values and code of conduct are adhered to at all times
- Organize and coordinate all field services staff workload with full communication and confirmation to customers and internal staff.
- Appropriate distribution of emails and telephone calls through the UK Solutions and UK Education Support inbox, for prompt resolution of customer challenges.
- Ensure FSEs are coordinated correctly to carry out all tasks in a timely, cost-effective manner using a central calendar.
- Preventing services from becoming "past due" and minimizing the "past due" backlog of services in salesforce platform.
- Creating relevant work orders for field technical services using Our Customer Relationship Management software (currently Salesforce.com)
- Escalate customer issues to field technical services and helpdesk manager where required if resolutions cannot be found.
- Customer contact for arrangement of bookings for FSE services (via telephone, email, and other communication tools)
- Communicate effectively with both internal and external customers, verbally, written, and in digital format.
- Ensure service level agreements are upheld (and customer expectations are met)
- General business administration as required.
- Responsible for adhering to company policy and overarching guidelines for health and safety, environment, and waste.
- Act as an ambassador for the company's mission.
- Secondary role to provide support/cover for other schedulers, education services administrator, and helpdesk, based on business needs and in times of staff absence (annual leave, sickness, etc.)
- Ordering PM kits and checking stock levels (using QAD software tool or its replacement) and undertaking other key tasks
- Excellent written, verbal communication, listening, and interpersonal skills.
- Strong IT skills and digital literacy with working proficiency in Excel, Microsoft Office, and Teams.
- Planning, prioritizing, and organization skills.
- Problem solving.
- Time management.
- Attention to detail with analytical capability.
- Team working and collaboration.
- Customer Service.
Essential
- Be able to communicate to Orpington ( 25 mins from London Bridge) at least 2 days a week. Remote working is offered for the other days
- GCSE/ Secondary school education (Maths and English essential) grade 4-9
- Digital Literacy
Desirable
- Further Education A levels/T levels/BTEC or equivalent
- Graduate
- Work experience that includes complex tasks, attention to detail, customer focus, and multi-tasking.
Salary & Benefits
- Salary up to £28K.
- Employee wellbeing scheme Yodha (GP service video/digital, physio virtual and counselling)
- Annual Leave 25 days paid plus public holidays
- At 3 month point, Company Pension Scheme with employer contribution 10%
On passing 6-month probation, employee benefits are as follows-
- BUPA private healthcare plan
- health and well-being payment every 6 months up to £120
- Gym membership reimbursement up to 70% or max £500 per yr (proof of membership and attendance required)
- Annual Bonus (based on global/country/team and personal performance) up to max 10%