Service Delivery Specialist
6 dni temu
We're looking for a skilled Service Delivery Specialist to join our team at TN Poland. As a key player in our organization, you'll be responsible for providing exceptional service and support to our clients.
About the Job- Delivering administrative front and back-office support to our Technical Service Organization in assigned geographical territories.
- Ensuring complete customer satisfaction with end customers and internal business stakeholders.
- Deliver an exceptional level of service to our customers involving several key responsibilities that include:
- Responding to customer inquiries via email, phone, fax, or system.
- Dealing with service requests, making service order entries in SAP/ Service Max, handling engineers' schedule, engineers' dispatch, and other such requests.
- Order 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 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 as needed.
- Support the testing of new features, enhancements, and report on results as needed.
- Instrument 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 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.
- Administer Field calibrated tools as needed to ensure compliance.
- Collaborate with vendors and internal personnel to achieve desired results.
- Ensure 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 needs.
- Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.
- Successfully graduating the training plan attached to the position and the tasks.
- Develop and update process documentation as needed.
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