Who We Are
Every life is unique and so are you!
At Dräger we protect, support and rescue lives day in and day out. We are interested in you if you have the desire to work for an organisation that does something more, something that is truly worth working for.
As an international leader in medical and safety technology, we develop pioneering devices, software, services and solutions that people around the world trust. Wherever Dräger products are used, it's about the most important thing: it's about life.
About The Role
* Assist internal and external customers in all aspects of Service execution.
* The role encompasses all in and outbound communication from the Service team along with Service order generation as well as the fulfilment of the core tasks.
* Generate new, renewed and amended Service Contracts including but not limited to Total, Preventative Care and Sensor Exchange.
* Invoice Service Contracts and Orders.
* Service Renewal Quotation generation and follow up.
* Service order generation for Field Service Engineer (FSE) equipment and ensuring that the engineer is kept informed of delivery dates.
* Co-ordinate fault call outs for the Field Service Engineers.
* Review and resolve the Service Error Log.
* Call handling for all internal and external customer queries in respect to service.
* Customer issue escalation and resolution.
* Management and compliance of key team tasks.
* Maintain & improve customer satisfaction by the provision of high-level support to customers, including ensuring timely and efficient processing of customer requests with respect to service.
* Assist with logistic operations in terms of invoice control & accuracy through review of receipted orders / contracts.
* Create and maintain accurate quotation data within Draeger systems including but not limited to SAP and CRM.
* Undertake any other duties and projects in order to meet personal, team and organizational objectives.
* Maximize potential sales of service contracts through a high level of customer service being provided.
Shared Responsibilities
* to comply with the Integrated Management System (IMS) and minimise any impact on the environment whilst carrying out their duties.
* to ensure and promote safe working conditions for all employees, visitors and contractors by implementing, monitoring and complying with occupational health & safety provisions
* to embed our WeLEAD competencies – I build trust, I create value for the customer, I enable others, I provide direction, I embrace diversity, I deliver results
Reporting Relationships
Manager - Service Administrator Team Leader
Size of team/environment - Small team of 6 (7 including Team Lead), working within a fast-paced customer service environment.
Education/Qualifications
Educated to Secondary Education level or equivalent commercial experience is essential.
Related Experience
* IT knowledge: MS Office
* Customer orientation
* Ability to organise and prioritise
* Ability to work as part of a team and as an individual
* Reliability
* Experienced in phone-based business to business customer service within a specialist team
* Experience of working to targets
Skills, Special Competencies
* Exceptional Customer Service Skills. - Essential
* Knowledge of Dräger Products – Desirable
* SAP and CRM – Advantageous
* Microsoft Excel – Desirable
* Time Management Skills – Essential
* Empathy – Essential
* Eye for Accuracy – Essential
* Team player
* The ability to work using own initiative
Benefits
* 27 days holiday plus bank holidays, with option to purchase up to 3 additional days
* Flexi scheme
* Hybrid working available
* Discounted critical illness cover, dental cover and partner life assurance
* Healthcare cash plan
* Subsidised canteen
* Discounted shopping & leisure vouchers
* MyClub Nissan car scheme
* Cycle to Work
* Gym membership discounts – up to 25%
* Charity Giving scheme
Dedication
At Dräger we have a clear vision, to be an organisation with a working environment that includes a diverse mix of talented people who want to come, stay and grow.
We ensure candidates with the required qualifications and experience will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
All are welcome to apply!
As an international leader in medical and safety technology, we develop pioneering devices, software, services and solutions that people around the world trust. Wherever Dräger products are used, it's about the most important thing: it's about life.
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