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Customer Support Associate

2 tygodni temu

Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

At TN Poland, we're seeking a talented Customer Support Associate to join our team. As a key member of our organization, you'll play a crucial role in delivering exceptional customer service and support to our clients.

About the Role
  • Provide administrative front and back-office support to our Technical Service Organization in assigned geographical territories.
  • Ensure complete customer satisfaction with end customers and internal business stakeholders.
Responsibilities
  1. Deliver an exceptional level of service to our customers involving several key responsibilities that include:
  2. Responding to customer inquiries via various channels.
  3. Dealing with service requests, making service order entries, handling engineers' schedules, and dispatches.
  4. Order processing in relevant customer service systems, including orders entry, maintenance, updates, and status progress reviews.
  5. Developing and delivering analytical reports and dashboards to support key stakeholders as needed.
  6. Supporting systems-related administrative functions for ServiceMax and SAP, ensuring data accuracy as required.
  7. Setting up and managing users as part of new user onboarding.
  8. Supporting the testing of new features, enhancements, and reporting on results as needed.
  9. Instrument ordering (in some EU countries) and coordination, planning, and data management in FSM with regular reporting to Technical Service and Commercial Team stakeholders during installation forecast calls (EU only).
  10. Coordinating with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms, and/or connectivity issues as they arise.
  11. Performing functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA, and other relevant regulations.
  12. Utilizing systems to monitor and take action to correct non-compliant Cases/Work Orders or other as needed.
  13. Participating in audits as needed.
  14. Administering Field calibrated tools as needed to ensure compliance.
  15. Collaborating with vendors and internal personnel to achieve desired results.
  16. Ensuring info/documentation for calibrated equipment is maintained up to date, properly stored, and accessible.
  17. Ensuring non-conforming tools are identified and restored to a conforming state.
  18. Providing ad-hoc support to internal and external stakeholders and collaborating to ensure service documentation and procedures are updated and compliant.
  19. Performing other tasks requested by the manager to reach team objectives or the company's objectives based on current needs.
  20. Actively participating in the on-going assessment of customer support processes and incorporating approved improvements.
  21. Succinctly graduating the training plan attached to the position and tasks.
  22. Developing and updating process documentation as needed.