[Hiring] Service Admin Specialist @PerkinElmer

Role Description

Responsible for the end-to-end administration of service operations across Oceania, ensuring the efficient coordination of customer requests, work orders, quotations, invoicing, parts logistics, and supplier management activities.

A key focus of the role is supporting Customer Support Engineers (CSEs) in the field by:

• Preparing and managing customer quotations
• Following up opportunities
• Coordinating parts and service requirements
• Handling administrative tasks that allow engineers to maximize their time with customers

The role acts as a central link between:

• Customers
• Service engineers
• Sales teams
• Suppliers
• Internal stakeholders

Key responsibilities include:

• Maintaining data integrity across business systems
• Managing procurement and order processes
• Coordinating imports, customs and compliance documentation
• Overseeing returns and credits
• Providing backup support for contract and consumable sales functions as required

Qualifications

• Relevant tertiary qualification or equivalent experience
• Customer facing experience in a technical based industry
• Strong relationship building skills
• Strong organizational skills
• Experienced working with customer relationship management software systems; SFDC and Service Max an advantage
• Trained or capable of being trained in use of SAP
• A high level of computer literacy essential
• Ability to work effectively within a team and as an individual
• A sound knowledge of industry expectations and customer service
• Experience working in a similar role with a service team would be highly welcome

Requirements

• Log incoming service requests in ServiceMax and assign work orders to the appropriate Customer Support Engineer (CSE) or Service Manager
• Reassign rejected work orders in ServiceMax to ensure timely customer support
• Serve as the initial point of contact for customers via phone and email to confirm service request acceptance and coordinate with CSEs
• Convert approved billable estimates into work orders upon receipt of customer purchase orders
• Invoice completed work orders and manage invoice submission through third-party procurement platforms, including Ariba
• Administer third-party customer procurement and purchasing platforms, including Ariba
• Support the management of third-party supplier platforms for CSEs in collaboration with the Service Manager
• Prepare, manage, and follow up on customer quotations on behalf of CSEs
• Apply and verify contract pricing, discounts, and approved sales agreements when preparing customer quotations
• Review and correct new instrument sales records in SAP and ServiceMax
• Maintain asset records in SAP and ServiceMax
• Coordinate white-glove logistics services
• Manage demonstration instrument movements with freight providers
• Process customer returns and credits
• Assist in prioritizing urgent customer service requests and escalations
• Coordinate parts procurement and delivery for CSEs
• Work with Marken Australia to coordinate parts shipments
• Manage customs clearance activities
• Provide Safety Data Sheets (SDS) and related documentation to customers upon request
• Coordinate supplier onboarding activities within SAP, ServiceMax, and Salesforce
• Manage customer master data updates
• Coordinate the creation of recurring Australian product records and third-party part numbers in SAP
• Establish credit accounts with third-party suppliers
• Coordinate the creation of proforma invoices for customers
• Provide administrative backup support for Contract Sales and Consumables Sales activities
• Support CSEs with customer consignment inventory stocktakes
• Perform data entry and administrative support for annual import permits and regulatory registrations
• Assist Accounts Receivable with the collection of overdue customer payments
• Provide backup coverage for Consumables Sales and Contract Administration personnel
• Manage the Oceania customer service inbox

Company Description

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.