Technical Service Admin

ABOUT SOLENIS

Solenis is a leading global producer of specialty chemicals focused on partnering with water-intensive operations to solve complex water treatment, process improvement and hygiene challenges with advanced chemical and equipment solutions for consumer, industrial, institutional, food & beverage, and recreational pool and spa water markets.

The product portfolio of Solenis includes a broad array of water treatment chemistries, process aids, functional additives, and cleaners and disinfectants, as well as state-of-the-art monitoring and control systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments.

Headquartered in Wilmington, Delaware, USA, the company has 69 manufacturing facilities strategically located around the globe and employs a team of over 16,100 professionals in 130 countries across six continents. Solenis has been recognized as a Best Managed Company for 4 consecutive years and was named as 2024 Best Managed Company Gold Standard Winner.

Purpose of the Role

The Service Admin Technician plays a critical coordination role between the Australia/New Zealand (ANZ) Sales Teams, Supply Chain, external repair vendors, and customers. This role manages customer maintenance dashboards (including Coles Supermarkets), oversees payment facilitation for third-party contractors via SAP and Coupa, coordinates stock availability and forecasting of TASKI machines and spare parts, and provides technical and administrative support for repairs, service requests, pricing, and vendor compliance.

This position ensures seamless communication across departments and acts as the central liaison for all matters relating to TASKI spare parts, equipment, service breakdowns, and maintenance queries.

Key Responsibilities

Email & Customer Maintenance /Repair Management

· Respond to customer service pricing requests for TASKI spare parts with 24 hours.

· Manage pricing and spare parts queries from Diversey third-party repair partners and external customers

· Support resolution of technical issues raised by customers and Sales teams.

· Coordinate TASKI repair activity with third-party repairers.

· Manage all service, repair, and maintenance requests from customer portals including Coles, City FM and up to seven customer-facing platforms.

· Track all ongoing repairs and maintenance and close of calls once competed

TASKI Repair & Equipment Stock Coordination

· Check TASKI spare part and machine stock availability; notify Supply Chain of urgent requirements.

· Communicate delays and provide ETA updates to customers and internal stakeholders.

· Verify warranty eligibility prior to scheduling repairs.

· Maintain consistent communication during out of stock (OOS) situations to minimise customer impact.

· Work with the SC team on the monthly forecasting of Equipment and Spare parts to ensure continuous supply

SAP / Coupa & Invoice Management

· Raise service orders in SAP for engineering and maintenance projects.

· Process invoices and post goods receipts (GR) in both SAP and Coupa.

· Clear work cycles and approve vendor invoices.

· Liaise with the Accounts Payable (AP) team to ensure timely vendor payments.

· Upload documents and coordinate new vendor setup requirements in Coupa.

· Place nonstock orders and manage fulfilment through to delivery.

Internal Customer Support

· Coordinate product returns and swaps resulting from incorrect deliveries.

· Investigate and resolve warehouse related issues (e.g., incorrect cords, battery types, charger discrepancies for TASKI machines).

· Maintain and update EJF documentation for equipment additions or removals.

· Proactively alert the business to OOS risks, maintenance noncompliance, or delays impacting customer operations.

· Co- ordinate all TASKI repairs with 3rd party repairers

· Co -ordinate all service/repair and maintenance requests from the various customer portals such as Coles, City Fm and all other applicable platforms (currently 7 customer portals)

Qualifications & Experience

· Minimum 5 years' hands on experience with SAP and Coupa.

· Strong technical knowledge of spare parts management.

· Proficiency in Microsoft Excel (above average capability).

· Excellent written and spoken English communication skills.

· Proven remote working experience.

· Vendor management experience, including coordination with external repair/service partners.

· Experience in a multinational company environment.

· Exposure to scheduling and maintenance platform management is advantageous.

· Strong planning, prioritisation, and scheduling abilities.