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