[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, and 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, and internal stakeholders, helping to deliver a seamless customer experience and achieve service delivery objectives.

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 ServiceMax 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

Benefits