Responsibilities Delivering exceptional level of service to our customers involving several key responsibilities that include:
Response to customer inquiries via e-mail, telephone, fax, or systemDealing with the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requestsOrder processing in relevant customer service systems which includes orders entry, maintenance, update, status progress reviews Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and toolsSupport systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as requiredSet-up and manage users as part of new user as neededSupport the testing of new features, enhancements, and report on results as neededInstrument ordering (in some EU countries, other countries by Customer Service), Coordination, Planning, and data management in FSM with regular reporting to Technical Service and Commercial Team stakeholders during installation forecast calls (EU only)Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms and/or connectivity issues as they arisePerform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA and other relevant regulations Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders or other as neededParticipate in audits as needed Administer Field calibrated tools as needed to ensure complianceCollaborate with vendors and internal personnel to achieve desired resultsEnsure info/documentation for calibrated equipment is maintained up to date, properly stored and accessible Ensure non-conforming tools are identified and restored to a conforming state Provides ad-hoc support to internal and external stakeholders and collaborate to ensure service documentation and procedures are updated and compliant Perform other tasks requested by the manager to reach team objective or the company's objectives based on current needsActively participate in the on-going assessment of customer support processes and incorporate approved improvementsSuccessfully graduating the training plan attached to the position and the tasksDevelop and update process documentation as neededQualifications we seek in you! Minimum Qualifications / Skills
Min. bachelor university degreeStrong stakeholders' management skillsExcellent communication skills (verbal & written) and customer service skillsStrong analytical and organizational skillsResilience and ability to work under pressureFluency in spoken and written English & Spanish is a must (any other European language would be a plus)Very good knowledge of Microsoft Office for work purposes esp. Outlook, Excel. ServiceMax knowledge would be extra advantage as well as any kind of workflow / voice solution systems Experience in customer service for the lab / medical device business would be desiredUnderstanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and proceduresPreferred Qualifications/ Skills
Solution-oriented. Identifies and analyses problems to make logical, fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologiesAnticipates, identifies, and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback, follow-up, and strong relationships. Focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customerUnderstands the goals of the organization and achieves ambitious individual goals that are consistent with overall Company goalsVery attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions