Responsible for the end-to-end administration of service operations across Oceania, ensuring the efficient coordination of customer requests, work orders, quotations, invoicing, parts logistics, and supplier management activities.

A key focus of the role is supporting Customer Support Engineers (CSEs) in the field by preparing and managing customer quotations, following up opportunities, coordinating parts and service requirements, and handling administrative tasks that allow engineers to maximize their time with customers.

The role acts as a central link between customers, service engineers, sales teams, suppliers, and internal stakeholders, helping to deliver a seamless customer experience and achieve service delivery objectives.

Key responsibilities include maintaining data integrity across business systems, managing procurement and order processes, coordinating imports, customs and compliance documentation, overseeing returns and credits, and providing backup support for contract and consumable sales functions as required.

KEY ACCOUNTABILITIES

A.SUMMARY OF POSITION

Responsible for the end-to-end administration of service operations across Oceania, ensuring the efficient coordination of customer requests, work orders, quotations, invoicing, parts logistics, and supplier management activities.

A key focus of the role is supporting Customer Support Engineers (CSEs) in the field by preparing and managing customer quotations, following up opportunities, coordinating parts and service requirements, and handling administrative tasks that allow engineers to maximize their time with customers.

The role acts as a central link between customers, service engineers, sales teams, suppliers, and internal stakeholders,



helping to deliver a seamless customer experience and achieve service delivery objectives.

Key responsibilities include maintaining data integrity across business systems, managing procurement and order processes, coordinating imports, customs and compliance documentation, overseeing returns and credits, and providing backup support for contract and consumable sales functions as required.

KEY ACCOUNTABILITIES

Key Responsibilities

- Log incoming service requests in ServiceMax and assign work orders to the appropriate Customer Support Engineer (CSE) or Service Manager.
- Reassign rejected work orders in ServiceMax to ensure timely customer support. Serve as the initial point of contact for customers via phone and email to confirm service request acceptance and coordinate with CSEs.
- Convert approved billable estimates into work orders upon receipt of customer purchase orders. Invoice completed work orders and manage invoice submission through third-party procurement platforms, including Ariba.
- Administer third-party customer procurement and purchasing platforms, including Ariba. Support the management of third-party supplier platforms for CSEs in collaboration with the Service Manager.
- Prepare, manage, and follow up on customer quotations on behalf of CSEs, including repairs, upgrades, replacement parts, installations, and other billable service activities for both contract and non-contract customers.




- Apply and verify contract pricing, discounts, and approved sales agreements when preparing customer quotations.
- Review and correct recent instrument sales records in SAP and ServiceMax to ensure warranty, extended warranty, and installation activities are accurately captured.
- Maintain asset records in SAP and ServiceMax by updating instrument locations, ownership changes, laboratory moves, demonstrations, decommissioning activities, returns, and customer transfers.
- Coordinate white-glove logistics services, including equipment packing, heavy lifting, laboratory relocations, and dead-on-arrival (DOA) returns.
- Manage demonstration instrument movements with freight providers and coordinate inventory transfers from demonstration stock to saleable inventory in SAP. Process customer returns and credits, including DOA instruments, parts, consumables, and unused service materials. Assist in prioritizing urgent customer service requests and escalations. Coordinate parts procurement and delivery for CSEs, including parts ordering, service alerts, purchase orders, delivery tracking, and ETA management in collaboration with the Service Manager.
- Work with Marken Australia to coordinate parts shipments from Australia to New Zealand and Pacific Island customers.
- Manage customs clearance activities, including preparation of commercial invoices, manufacturing declarations, and return shipment documentation.
- Provide Safety Data Sheets (SDS) and related documentation to customers upon request.
- Coordinate supplier onboarding activities within SAP, ServiceMax, and Salesforce, and assist with onboarding PerkinElmer into customer procurement systems,

📌 Service Admin Specialist (Canberra)
🏢 Perkinelmer
📍 Canberra