Customer Service Administrator (Remote)
ICU Medical, Inc.

Job Info

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The Device Repair Billing Administrator is responsible for entry of all Service billings for HUB and Field Service into the Oracle EBS system. The specialists communicate with customers, Sales and Field Service Engineers to ensure that all invoicing is accurate, linked appropriately to serial numbers and services requests and billings are entered real time.

Essential Duties & Responsibilities

• Running the Discover Viewer Report for HUB and Field Service Oracle Service Requests in order to invoice for all applicable fees upon work completion.

• For each individual equipment serial number, analyzing the data on the Service Requests to determine based on event descriptions and charges what work has been performed and what is billable.

• Based on a knowledge and understanding of what is the norm, questioning fees which either pull $0 pricing or where the labor hours do not meet the standard criteria.

• Monitoring for charges of 'physical damage', which are not covered by warranty or ESA

• Report out on any spares or labor charges which have not been added to the appropriate Oracle price lists and ensure timely updates.

• Review the serial number in Oracle Installed Base Instance for any discrepancies or questions about warranty or ESA coverage, as various ESA categories hold different coverage.

• Following up on and repeatedly checking for any Service Requests not billed due to non-receipt of a Customer PO.

• Where applicable, following correct protocol and invoice customer credit cards per request.

• Provide 'Core Credits' when notated for the return of Mechanisms meeting credit requirements.

• Obtain copies of Extended Service Agreements from Commercial Contracting for the purpose of tracking ESA agreements which supply batteries at no cost on an annual or bi-annual basis and place orders as applicable.

• Upon request, provide information on invoicing completed or outstanding.

• Managing a toll-free phone line for incoming questions about repair invoicing from internal and external customers.

• Work on special projects as they arise.

• Provide back-up support, as needed, to the Parts of Device Customer Care teams.

• Reply to email inquiries (both internal and external) on a timely basis.

Knowledge, Skills & Qualifications

• General knowledge of capital equipment contracting and service offerings.

• Computer Literacy-Microsoft applications

• Oracle experience a plus

• High degree of interpersonal relations skills required to work with cross functional department

• Close attention to detail a must

• Strong verbal and written communication skills

• Previous Data Entry experience

• Accuracy in typing and data entry

Education and Experience

• High School diploma or GED equivalent

• Minimum of 1 year of experience required

Minimum Qualifications

• Must be at least 18 years of age

Travel Requirements

• Typically requires travel less than 5% of the time

Physical Requirements and Work Environment

• Work is performed in a general office working environment

• Must be able to sit for extended periods of time

• Visual and manual dexterity skills required due to prolonged use of computer

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.

This job has expired.