Our mission is to exceed our customers' expectations as their most reliable, innovative, and trusted lab resource. We achieve this by partnering with customers to solve their most pressing day-to-day challenges and always holding ourselves to a higher standard of product quality, exceptional service, and unmatched support.

Summary/objective

Responsible for service work order entry and management. Collaborative position requiring thorough, and active communication with both internal and external customers to ensure customer satisfaction on all service requests.

Essential functions

• Maintain posting logs with scheduling of each PM job and the corresponding notes, serial numbers, customer contact information.
• Send out all quotes, letters, and service contracts received from internal Avantik sales and technical support staff.
• Review and update paperwork turned in by Technicians to accurately reflect repair and parts installed. Prepare and finalize work order for invoicing.
• Follow up with customers who have received quotes to ensure receipt and determine if they would like to proceed with service. If applicable, adjust quotations based on customers’ needs and requirements.
• Answer and respond to incoming requests for service by creating Case and Work Order, creating, and assigning bookings to technicians at the end of each day in partnership with the local Service Supervisor.
• Process, invoice and send completed work orders to customers upon request or as needed.
• Review Posted labor and travel for completed Preventative Maintenance work orders in the system. Process, invoice and send completed work orders as needed.
• Track open work orders pending parts, follow up with internal personnel on status, maintain status of work orders in system and provide updates to customers.
• Create, update, and maintain shop repair work orders and send out invoices upon request.
• Maintain service documentation. Notify Technicians on a weekly basis regarding missing paperwork.
• Prepare the maintenance and repair work schedule for Technicians for Preventative Maintenances 3-4 weeks in advance in collaboration with the local area Service Supervisor. Compile and generate work orders for each job with detailed notes, including information relating to timing and customer contact information.
• Assist Finance department with research for invoice disputes and inquiries. Confirm when credits are needed, seeking approval from appropriate supervisor as needed.
• Send requests for Purchase Orders for emergency service repairs and preventative maintenance services, update work orders when POs are received on a weekly or more frequent basis as needed.
• Send quotes to customers all services including but not limited to, Field Service Repairs, Shop Repairs, and PMs, as needed.
• Manage regional area Filter Exchange work orders, including work order creation, updating, invoicing; Coordinate with local Technicians to schedule service and obtain PO#s for service.
• Manage regional area Ink Exchange Program, including work order creation, updating, invoicing; Coordinate with local Technicians to schedule service and obtain PO#s for service.
• Maintain the Schedule by transferring entries from the prior month to the current month that were not completed. Sort information within so that it reflects status of job, etc.
• Review dated and open work orders and close as needed.
• Create loaner work orders and loaner agreement form for equipment going on loan.
• Create disposal authorization forms and send to customers as needed for instrumentation that is deemed unrepairable.
• Facilitate Weekly PM review meetings with Service and Business Development.
• Facilitate Daily Emergency Service review meetings with local Area Supervisor.

Competencies

• Knowledge of Microsoft Dynamics 365
• Knowledge of Sage 500 and SM+ a plus
• Ability to communicate effectively via email and telephone
• Basic understanding of accounting principles
• Ability to provide Outstanding Customer Service
• Scheduling experience
• Expertise in Microsoft Suites
• Solid organizational skills
• Basic understanding of accounting principles

Avantik’s experienced team and consultative partner approach integrates consumables, service, equipment, and education so that labs focus on what matters most - having everything under control in their laboratory to deliver fast and accurate diagnoses. Avantik offers a full line of consumables and reagents for the histology lab sourced and private label Avantik branded and by distribution of other brands. Avantik has serviced all brands of OEM histology lab equipment for over 40 years and offers best-in-class responsiveness and an industry leading 97% first time fix-rate.

Avantik offers a team orientated, customer service focused environment with competitive compensation, bonus programs, medical (company covers 80% of the cost), dental and vision insurance, 401K (with a match) and more.

Learn more at www.avantik-us.com

Avantik is an Equal Opportunity Employer.