Service Administrative Assistant

e3 Diagnostics is the leading provider of audiology equipment sales and service solutions in the United States. With over 30 offices strategically located nationwide and staffed with teams of highly experienced hearing and balance instrument experts, we bring local expertise that is unmatched in the field of audiological instrumentation.

About the role

The Service Administrative Assistant plays a crucial role in managing installed equipment repairs and calibrations, fostering effective communication with both internal and external stakeholders, delivering top-notch customer service, and providing invaluable support to e3 Customers, the e3 Sales Team, and their e3 Service colleagues.

Responsibilities

• Schedule customers for calibration appointments, installations, routine service, and emergency repairs.
• Partner with Sales Admin to support the customer.
• Provide technicians with pertinent information related to service calls.
• Confirm technician appointments.
• Order parts as required; ensure purchase orders (POs) are provided to appropriate stakeholders.
• Review and submit all service calls for invoicing, ensuring POs when needed, no pricing errors, and the job does/does not require any follow-up appointments.
• Schedule, coordinate, and track all in-house and manufacturer repairs.
• Maintain customer database, including updates to addresses, phone numbers, email addresses, and contact names and email addresses.
• Maintain files; ensuring all service paperwork is filed correctly and accessible as needed.
• Maintain updated and accurate price lists to ensure all parts and service are quoted/billed correctly.
• Serve as local office contact for receiving and shipping of parts.
• Support new prospect/customer initiatives.
• All other duties as assigned.

Requirements

• Team player with a positive attitude.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to prioritize tasks and to delegate them when appropriate.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to foster a collaborative and efficient work environment.
• Proficient with Microsoft Office Suite or related software.
• Knowledge of Salesforce and Navision or other ERP system.
• Must be at least 18 years of age.
• High school diploma or equivalent.
• At least one-year-related administration experience required.
• Previous customer service experience.
• Occasional travel (10%) to home office and annual conferences.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.

Benefits

• Medical, dental, prescription, and vision benefits
• 24/7 virtual medical care
• Employee Assistance Program for you and your family
• 401(k) with company match
• Company-paid life insurance
• Supplemental insurance for yourself, your spouse/partner, and your children
• Short-term and long-term disability insurance
• Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
• Pet Insurance
• Commuter accounts
• Employee Perks (tech discount)