Technical Services Administrator at Erbe USA, Incorporated in Marietta, Georgia

Job Description:

Essential Responsibilities

• Tracks and follows up on outstanding customer and loaner units.

• Coordinates continuous demo pool rotation creates TASKs; provides reports to sales reps and management.

• Process service orders for invoicing orders in the service database, reconciling shipping and billable charges.

• Manages all aspects of service contracts agreements with customers and sales reps which includes, but not

limited to customer notifications, creations and reviews, customer follow-ups and invoicing of agreements.

• Provide supports for any scheduled bio-med training provided by the company.

• Manages and schedules semi-annual calibration of all service testing equipment. To include coordination of

required repairs and related documents review to ensure compliance.

• Reviews, organizes and maintains the tech services documents (device history records) within filing system,

per QA/RA directives.

• Works with techs and IT to standardize existing forms in electronic format, making them more easily and

efficiently distributable.

• Evaluates administrative processes, in conjunction with manager and team supervisor, to improve efficiency

within the tech service and with intra-related departments.

• Monitors spare parts inventory levels and initiate reorders as necessary. Provide reconciliation reports of

warranty and non-warranty parts usage to Erbe GmbH. Coordinates returns of defective parts, devices and

testing equipment as required; resolves outstanding issues with Erbe GmbH technical service colleagues.

• Generate monthly Key Performance Indicator (KPI) reports.

Back-up Responsibilities

• Create tasks for non-complaint customer and loaner unit.

Supervisory Responsibility

This position is an individual contributor and has no direct supervisory responsibility.

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such

as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job. While performing the duties of this job, the employee is regularly

required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel;

and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional

evening and weekend work may be required as job duties demand.

Travel

This position requires no measurable travel

Required Education and Experience

• AA Business or similar field required; post-secondary education in a technical or computer-related field

strongly preferred.

• Minimum 8+ years’ experience in an administrative, technical or computer-related role required; special

consideration given to those candidates with significant tech support and/or healthcare experience.

Position Requirements

• Excellent communication skills, both verbal and written, required; must communicate well via the telephone.

• Strong interpersonal and skills conflict resolution skills.

• Exceptional computer skills required with particular emphasis Microsoft Office products and ERP/CRM systems;

Southware, JD Edwards, or similar systems experience also desired.

• Must be well-organized, have a high detail orientation and be flexible in performing daily duties.

• Team orientation and ability to work well and communicate within technical service and cross-functional

meetings.

• Capacity to Lead/Direct/Facilitate detailed process improvements through, analysis, data collection, evaluating

options/solutions, and providing written/verbal communications to management.

Competencies

• Problem Solving/Analysis.

• Results Driven.

• Detail Orientation.

• Customer Focus.

• Technical Capacity.

• Communication Proficiency.

Additional Eligibility Qualifications

None required for this position.

Work Authorization/Security Clearance

Employees must be legally authorized to work in the United States. Employees must not be specifically barred from

working with Federal contracts, government entities or otherwise listed on excluded parties list as maintained by

the Federal government.

AAP/EEO Statement

Erbe is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed,

color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital

status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected

by applicable federal, state or local laws. Erbe is committed to this policy in all matters of employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or

responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at

any time with or without notice.

At-Will Employment

This position description does not constitute a contract or guarantee employment for any specified time. The

company may exercise its employment-at-will rights at any time

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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