Associate Technical Services Coordinator

Work Flexibility: Onsite

The Technical Services Coordinator is responsible for coordinating Technical Services activities in the region while adhering to all company policies, standards and procedures and accepting responsibility for the quality of the work he / she executes.

What you will do:

• Work Order Intake
• To answer customer requests through phone, email or other official communication channels.
• To collect detailed information related to the nature of the request.
• To create Work Order Records in the Repair Tracking System.
• To provide Work Order Reference to the customer.
• To inform RA/QA when the Work Order qualifies as a Complaint.

• Work Order Scheduling
• To request scheduling information for site visit from customer.
• To check with Field Service Team and assign Field Service Tasks based on availability and qualifications.
• To coordinate the timely on site delivery of Products for Installation or Spare Parts for Field Repair, as necessary.
• To ensure that, on the day of the Field Visit, the site as well as required materials are available and to re-schedule the visit if needed, coordinating with the Customer, Logistics Department and Field Service Team.

• Work Order Management
• To work together with the Local Distributor / Logistics Team on shipping the Stryker Product to the appropriate Repair Depot.
• To keep Work Order updated with the latest information and with any changes.
• To send Work Order Estimates to the Customers.
• To follow-up with the customers on Pending Approvals, Work Order Status etc.
• To coordinate the invoicing of all Work Orders once completed, working closely with the Depot Repairs Team, Field Service Team as well as Customer Services Team, ensuring that all Work Orders are invoiced to the customer in a timely manner, and Inventory is consumed accordingly.
• To keep the Work Order File organized, filing all related documents, ensuring full documentation of all Work Orders.

• Inventory Management
• To manage the Spare Parts inventory, ensuring continuous availability of Spare Parts based on determined Min/Max Inventory Levels.
• To enter Spare Parts Orders into the ERP System and send the order to the Suppliers.
• To coordinate the delivery of the Spare Part Orders with the suppliers, ensuring timely follow-up on availability, ship dates, and backorder situations.
• To inform the Depot and Field Service Team of any backorder situation affecting depot repairs and field service visits.

• Administrative
• To act as an assistant to Technical Services and Field Service Manager.
• To assist in organizing / scheduling Field Service and Depot Repair Training events.
• To coordinate the shipping and facilitate the customs clearance of all Technical Services Shipments, providing the necessary documents and applying for the needed permits, if applicable.

• Continued Professional Growth
• To build up the necessary knowledge for operating the Repair Tracking and ERP Systems.
• To keep up to date knowledge on all Technical Services Procedures affecting his/her activities.

What you need:

• Prior experience as a Technical Services Coordinator, Customer Services Representative or Administrative Assistant is an asset.
• Fluency in both spoken and written (technical and medical) English (Arabic is a plus)
• Excellent interpersonal and relationship building skills
• Attention to detail and accurate data manipulation skills
• Excellent organizational skills
• Tact and diplomacy
• Good Problem-Solving skills
• Proactive and results orientated
• Strong written and verbal English communication skills (Arabic in addition is a strong asset)
• Ability to handle customers professionally
• Ability to work independently and under pressure
• Team player