Service Solutions Administrator

Service Solutions Administrator

Drive Medical has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint, and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 100 countries around the world.

Summary (Major Purpose of the Role): The Service Solutions Administrator posts service/repair data in Microsoft AX and SAP.

Main Activities/Responsibilities:

• Enter Drive Medical SAP data into Microsoft AX.
• Resolve incoming exception problems and all other extraneous issues dealing with units and components that are received in violation of the normal RMA process.
• Closeout unit credits and replacement orders.
• Assist repair associates with posting process in Microsoft AX
• Prepare customer invoices for all non-warranty repair items.
• Contact customers regarding non-warranty estimates. Handle call-backs and oversee the disposition of estimate units.
• Work with the procurement, cycle counting, and supervisory groups to ensure that RAW stocking levels for the repair services are properly allocated and maintained.
• Serve as the liaison between the repair department and customer service to assist in unit prioritization, status reports, and backlog updates.
• Prepare reports as required for repair, warranty, and labor data.
• Assist Manufacturing Engineering in maintaining and creating repair documentation and procedures.
• Assist in special projects as assigned by department manager.
• Ensure the compliance of safety norms to include maintaining a clean, orderly, and safe work area.
• Maintain and ensure compliance with Standard Operating Procedures (SOPs).
• Enforce Drive DeVilbiss operating documents and repair procedures to ensure that all processes meet Drive DeVilbiss, OSHA, and FDA requirements.
• Create an atmosphere where continuous improvement, increased throughput, and cost reduction are paramount.
• Remain current on all Drive DeVilbiss Product Change Notices (PCNs).
• Demonstrate an attitude of support and foster participation in the environment of continuous improvement.
• Perform other duties as assigned.

Competencies:

• Strong customer service and organizational skills.
• Ability to gain a complete understanding of all products, policies, and procedures within the DeVilbiss portfolio and Quality Management System (QMS) is required. This individual must be able to articulate this knowledge to build customer loyalty and satisfaction. A detailed understanding of all unique components is required (electronics, product troubleshooting, disabilities, etc.). Understanding of how our products can be used to improve quality of life, as well as a working knowledge of competitive products and/or market dynamics.
• Demonstrates a consistently positive attitude with the ability to influence others; Contributes consistently to incremental improvement through ideas and personal leadership.
• Strong computer skills with experience working in MS Office (Excel, Word, PowerPoint, TEAMS) and ability to learn new applications.
• Able to read and comprehend (in English) simple and complex instructions, short correspondence, and memos. Documents may include Material Safety Data Sheets, work orders, work instructions, manuals, policies and procedures, schematics, diagrams, assessments, etc.
• Excellent verbal and written communication, strong presentational skills, analytical thinking skills, respected interpersonal skills, demonstrated ability to lead, develop others, and manage key initiatives to achieve successful results.
• Ability to add and subtract two-digit numbers, multiply and divide in all units of measure using whole numbers, common fractions, and decimals is required.

Reporting Relationships and Supervision:

• This position works under the supervision of the Service Administration Supervisor.
• There are no direct reports.

Education and Experience:

• High School Graduate with business background or GED or equivalent.
• 1+ years of customer service experience is preferred.
• Complete understanding of products, policies, and procedural practices that build customer loyalty.
• Experience in Microsoft Dynamics AX and SAP or equivalent ERP system is preferred.
• Must be proficient in data entry and in the use of Microsoft Office Software Packages.

Why Apply to Drive Medical

Competitive Benefits, Paid Time Off, 401(k) Savings Plan Drive Medical is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive Medical strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive Medical complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.