For over 170 years, Leica Microsystems has helped shape the future by developing groundbreaking optical and digital solutions. As a global leader, we’re driven by continuous improvement to excite our customers and to create the best work environment for our people. Customer focus, innovation, and teamwork are at the core of our culture and the foundation of our success.
Want to be part of a company whose products are part of cutting-edge research around the world? Join Leica Microsystems in our commitment for brilliant solutions and insight.
Leica Microsystems is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.
We currently offer the following position in our office in Singapore which will be hybrid.
Service Support Administrator
Your Responsibilities
Overview
The incoming Service Support Specialist is responsible to drive the SEA service administration and backend operation forward through DBS approach, meeting operation metrics, ensuring resources optimization and timely reporting. He/She has overall accountability to build a robust service support standard work, collaborate with sales operation to drive growth, effective management of dealers‘ service teams, as well as radically increase in customer satisfaction.
- Responsible for service contract management in new contract creation, contract renewal and contract termination.
- Responsible for timely service billing.
- Responsible for service warranty and service repair in processing of service order, coordination of shipment and arrangement of loaner if necessary.
- Responsible for service call management and PM scheduling.
- Document backend service processes.
- Service support on service enquires, service quotation, service inventory management and invoices preparation.
- Drive annual review of service pricing
- Perform customer and service data analysis
- Champion for SAP and SFDC
Key Deliverables
- To process all warranty claims and perform service billing timely
- To handle customer request and quote service quotation timely
- To prepare and submit monthly service performance and growth report
- To work with team, peers, stakeholders to drive customer satisfaction and operational targets
- Deployment of standard work (SW) and daily management (DM)
- To meet all service metrics:Revenue and orders
Utilization and productivity
Total Time to Repair (TTR) and First Time Fix rate (FTF)
Inventory ITO and management of warranty cost impact
Customer Satisfaction (NES/NPS)
Your Profile
- 2 years of service management experience in aftersales service delivery function, preferably in a sales & service organization, especially in medical device, life science instrument, and healthcare equipment industry.
- A good team player with excellent communication and interpersonal skills.
- ERP knowledge, preferably SAP and SFDC is a plus
- Possess business management, marketing, technical degree or equivalent
What We Offer
- Equal pay is a given for us.
- Learn all there is about Kaizen, PSP's and Muda as part of our Danaher Business System (DBS) trainings - if you believe in continuous improvement like us
- We have no room for prejudices and stereotypes. We promote equal opportunities, diversity and inclusion.
- We offer a balance between support and autonomy to achieve your own goals in an international environment.
At Leica Microsystems we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part of the time at the Company location identified above and part of the time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Microsystems can provide.
Get More Insight
Learn more about what we do and who we are by watching our company video “We Are Leica”: https://www.youtube.com/watch?v=1zHmalqMXN4
Are you interested to discover new opportunities in an innovative, team-oriented environment?
Do apply online - we are looking forward to your application!
