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Customer Service Associate
1 tydzień temu
Job Overview
We are seeking a highly skilled and experienced Senior Process Specialist to join our team. As a key member of our Customer Care Services group, you will be responsible for providing exceptional support to our customers and internal stakeholders.
Your Key Responsibilities
- Provide administrative front and back-office support to the Technical Service Organization in assigned geographical territories.
- Ensure complete customer satisfaction with end customers and internal business stakeholders.
- Deliver exceptional levels of service by responding to customer inquiries via email, telephone, fax, or system.
- Deal with service requests, making service order entries in SAP/Service Max, handling engineer schedules, engineer dispatch, and other such requests.
- Process orders in relevant customer service systems, including orders entry, maintenance, updates, status progress reviews.
- Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and tools.
- Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required.
- Set-up and manage users as part of new user onboarding as needed.
- Support the testing of new features, enhancements, and report on results as needed.
- Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms, and/or connectivity issues as they arise.
- Perform 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 needed.
- Participate in audits as needed.
- Collaborate with vendors and internal personnel to achieve desired results.
- Ensure information/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.
- Provide 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 objectives or the company's objectives based on current needs.
- Actively participate in the ongoing assessment of customer support processes and incorporate approved improvements.
- Successfully graduate the training plan attached to the position and the tasks.
- Develop and update process documentation as needed.
About You
- Minimum bachelor university degree.
- Excellent communication skills (verbal & written) and customer service skills.
- Strong analytical and organizational skills.
- Resilience and ability to work under pressure.
- Fluency in spoken and written English and Swedish 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 an extra advantage as well as any kind of workflow/voice solution systems.
- Experience in customer service for the lab/medical device business would be desired.
