Service Support Administrator

Service Support Administrator IAs a Service Support Administrator I (SSA I), your primary responsibilities are to activate, modify and deactivate equipment maintenance agreement entitlements in Siebel and to support the field with Siebel Field Repairs and Specialty Service Requests. In this role you will support your dedicated Service Area to ensure key performance indicators are met regarding contract renewals, data corrections, and activations.You will establish preventative maintenance schedules in accordance with engineering guidelines while balancing the maintenance schedule to optimize Field Service Rep utilization and Customer satisfaction.Additionally, you will process all requests regarding billing issues and subsequent credits, trouble-shoot problem service requests with Field Technicians when information is missing or system issues, make data corrections in Siebel, release service backlog line items, maintain service installation base, and complete other duties as required.This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 2 days per weekWhat You'll Do as a Service Support AdministratorActivate and maintain preventative maintenance agreements in accordance with approved procedures and policies and the Customer's purchase order: Review Customer Purchase order and work with District Service Manager (DSM) to resolve any discrepancies.Assign appropriate equipment entitlementsEstablish invoice schedulesEstablish and maintaining changes to preventative maintenance schedules in accordance with engineering guidelines while balancing workload to optimize FSR utilization and Customer satisfaction.Process credits to agreements and service requestsAdd or delete equipment on agreementReview contract terms and conditions to ensure compliance with STERIS policiesSupport assigned area by actively monitoring PM Service Contract base and initiating the proper activities to improve district performance including: Scheduling each PM FSR's monthly workload in accordance with defined scheduling rulesEvaluating PM workload on as needed basis & taking appropriate action to balance monthly PM schedulesMonitoring agreements sold at point of sale & activating in a timely mannerAddress invoice errors and data corrections and maintenance including: Receive and process all verbal and written requests for service invoicing issues, per credit/rebill process, in a timely manner so that district revenue is accrued in the proper invoice periodAssist the Collections department with research and customer follow up to resolve outstanding Service invoicing issuesCorrect errors that result from erroneous technician entry and educate field on how to avoid errors in the futureMaintain and move equipment in Siebel and manage equipment parent/child relationshipsAssign technicians to service requests as requiredActively review and release items from the service backlogProvide feedback to the field on resolved issues by identifying corrective steps to reduce errorsAttend district conference calls monthly to review issues and common process misunderstandingsWork with management or process owner on identified gaps or improvements to existing back office processesThe Experience, Skills and Abilities NeededRequired:High school diploma or equivalent.Minimum 2 years experience in business, customer service or accounting environment, preferably working with contracts.Must have PC experience with working knowledge of Microsoft Office suite with demonstrated proficiency in Word and Excel.Preferred:Associate or Bachelor's degree preferred.Demonstrated knowledge of various types of contracts and proficiency in creating and maintaining them on a database in addition to understanding legal terms and conditions of contracts and purchase orders strongly preferred.Experience with service contract software and CRM systems and Oracle/Siebel strongly preferred.What STERIS OffersWe value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.Here is just a brief overview of what we offer:Market Competitive PayExtensive Paid Time Off and (9) added HolidaysExcellent Healthcare, Dental, and Vision benefitsLong/Short Term Disability Coverage401(k) with a company matchMaternity & Parental LeaveAdditional add-on benefits/discounts for programs such as Pet InsuranceTuition Reimbursement and continued education programsExcellent opportunities for advancement in a stable long-term careerPay range for this opportunity is $45,262.50 - $52,000.00. This position is eligible for bonus participation.Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.STERIS offers a comprehensive and competitive benefits portfolio.Open until position is filled.STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.