When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Location(s)

Job Description

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 new 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, including credit term updates in collaboration with leadership and credit teams.
• Manage customer master data updates, including company name changes, address changes, and account maintenance through the Master Data Management (MDM) process.
• Coordinate the creation of recurring Australian product records and third-party part numbers in SAP, including submission and follow-up of product setup requests.
• Establish credit accounts with third-party suppliers and generate purchase orders as required to support service operations.
• Coordinate the creation of proforma invoices for customers requiring prepayment or credit card transactions in collaboration with Customer Care.
• Provide administrative backup support for Contract Sales and Consumables Sales activities. Support CSEs with customer consignment inventory stocktakes, reconciliation, and associated billing activities.
• Perform data entry and administrative support for annual import permits and regulatory registrations, including AICIS and Poisons Permits.
• Assist Accounts Receivable with the collection of overdue customer payments when requested by CSEs or the finance team.
• Provide backup coverage for Consumables Sales and Contract Administration personnel during periods of leave or absence.
• Manage the Oceania customer service inbox, including responding to general customer enquiries, validating incoming purchase order information, and routing orders to the appropriate Sales, Service, Contract, Consumables, or Customer Care teams.

KEY CAPABILITIES REQUIRED

Academic Qualifications:

• Relevant tertiary qualification or equivalent experience.

 Work Experience:

• Customer facing experience in a technical based industry
• Strong relationship building skills
• Strong organizational skills
• Experienced working with customer relationship management software systems. SFDC and Service Max an advantage
• Trained or capable of being trained in use of SAP
• A high level of computer literacy essential
• Ability to work effectively within a team and as an individual
• A sound knowledge of industry expectations and customer service
• Experience working in a similar role with a service team would be highly welcome