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Collins McNicholas

Principal Duties and Responsibilities:

  • Meet and exceed customer expectations (both current and new customers), as the first internal point of contact for the customer.
  • Proactively respond and manage customer calls/queries in a professional manner assigning service jobs with the engineering team.
  • Update the Navision Service Module with logged accruals for repair, inspection, PPM, contract and scheduled call outs including print and posting corresponding invoices.
  • Ensure that the Service Item Group in New Product Template is filled in for serviceable items.
  • Maintain accurate equipment lists with customers incl. items exiting warranty.
  • Inform customers of products in the field going End of Life/End of Service to help drive sales/replacement of legacy equipment in the field
  • Process customer capital purchase orders and manage product delivery accordingly
  • Process Service Orders in a timely & accurate manner.
  • Liaise with the Engineers on the scheduling of service visits and callouts for Engineers with customers, monitoring and reporting on completion status
  • Issue customer invoices in a timely manner and resolve invoice queries. Liaise with Finance regarding billings.
  • Maintain service documentation including service report scanning and filing.
  • Proactively communicate progress/status of service jobs to customer
  • Coordinate priorities and repair schedule with the Workshop and engineering team
  • Coordinate repairs with manufacturers as required, incl. Purchase Orders
  • Periodically report to customers outlining service contract performance
  • Record and analyse customer satisfaction using feedback procedures
  • Generate insightful analysis on service business performance and opportunities with the objective of driving continuous improvement.
  • Provide Quotations to customers in a timely manner, to a professional standard.
  • Provide support to the service engineers, working in a team-based manner.

Candidate requirements:

  • Attention to Detail: Ensures that work is executed accurately and completely, paying close attention to the detail.
  • Demonstrates excellent organisational skills with the ability to prioritise in a busy environment with competing demands
  • A know-how and can-do attitude to implement solutions.
  • Has a strategic outlook, confident in their own skill-set and a demonstrated ability to use own initiative.
  • Has a focused outlook to work in general and takes great satisfaction from being busy and productive.
  • Results Orientation: Demonstrates the ability to achieve tangible and measurable results. Makes and Meets Commitments
  • Demonstrates a strong Customer Orientation, delivering an exceptional service in order to meet and exceed our customers’ expectations
  • Possesses a good phone manner and excellent communication skills.
  • Good administrative and IT/computing skills. Knowledge of Navision, an advantage.
  • Teamwork: Actively contribute to the development of a positive team environment, demonstrating a flexible approach and finds deep satisfaction in working hard with teammates to achieve a goal.
  • Previous experience in medical device or capital sales support would be an advantage.

For a confidential discussion and more information on the role, please contact Sarah Boyle on 016620088 or email

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