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Service Support Administrator Job in Mentor, Ohio US

Service Support Administrator

STERIS CORPORATION - Mentor, OH

Posted: 1/29/2025 - Expires: 4/29/2025

Job ID: 284672935

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Job Description

Service Support Administrator







Req ID:

47905







Job Category:

Customer Operations/Customer Support







Location:



Mentor, OH, US, 44060








Workplace Type:

Hybrid













At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Service Support Administrator I's (SSAII) 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 SRs. The SSAI will support their dedicated Service Area to ensure key performance indicators are met regarding contract renewals, data corrections, and activations.

The SSAI also establishes preventative maintenance schedules in accordance with engineering guidelines while balancing the maintenance schedule to optimize FSR utilization and Customer satisfaction.

Additionally, the SSAI processes 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 position. The team meets in the office 2 days per week after training.

What You Will Do as a Service Support Administrator I:

1. Activate 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.
* Assigning appropriate equipment entitlements
* Establishing invoice schedules
* Establishing and maintaining changes to preventative maintenance schedules in accordance with engineering guidelines while balancing workload to optimize FSR utilization and Customer satisfaction.
* Processing credits to agreements and service requests
* Adding or deleting equipment on agreement
* Review contract terms and conditions to ensure compliance with STERIS policies

2. Support 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 rules.
* Evaluating PM workload on as needed basis & taking appropriate action to balance monthly PM schedules
* Monitoring agreements sold at point of sale & activating in a timely manner

3. Address 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 period.
* Assist the Collections department with research and customer follow up to resolve outstanding Service invoicing issues
* Correct errors that result from erroneous technician entry and educate field on how to avoid errors in the future
* Maintain and move equipment in Siebel and manage equipment parent/child relationships
* Assign technicians to service requests as required
* Actively review and release items from the service backlog

4. Strive for continuous improvement:
* Provide feedback to the field on resolved issues by identifying corrective steps to reduce errors
* Attend district conference calls monthly to review issues and common process misunderstandings
* Work with management or process owner on identified gaps or improvements to existing back office processes

The Experience, Skills, and Abilities Needed:

Required:


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.
Demonstrated effective analytical, organizational, and written and oral communication skills.

Preferred:


Associates degree or Bachelor 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 Offers:

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:


Market Competitive Pay
Extensive Paid Time Off and (9) added Holidays
Excellent Healthcare, Dental and Vision Benefits
Long/Short Term Disability Coverage
401(k) with a company match
Maternity and Paternity Leave
Additional add-on benefits/discounts for programs such as Pet Insurance
Tuition Reimbursement and continued education programs
Excellent opportunities for advancement in a stable long-term career

#LI-LD1
#LI-HYBRID

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs 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. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by * 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location's HR Office during normal business hours.
















Req ID:

47905







Job Category:

Customer Operations/Customer Support







Location:



Mentor, OH, US, 44060








Workplace Type:

Hybrid












STERIS Sustainability










Life at STERIS





Nearest Major Market: Cleveland
Nearest Secondary Market: Akron


Job Segment:
Healthcare Administration, ERP, Infection Control, Siebel, Database, Healthcare, Technology



STERIS Corporation is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
82474664
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 4
Graphic Literacy: 4

Workplace Documentation: 4