Responsibilities
• Responsible for scheduling Onsite Field Service Engineers and Authorized Service Providers (ASP) to install, repair or maintain applicable instruments.
• Works closely with Sales and Support Organizations, Customer Operations Center, Support Parts Logistics and Authorized Support Providers to ensure timely delivery of services to our customers.
• Provides administrative support for the Service Contact Center, including call management, document creation and office automation.
• Works in strong partnership with Technical Remote Support Engineers and has direct responsibility of meeting contractual response times on all assigned tasks.
• Responds to customer inquiries, acts as liaison with other internal business groups.
• Provides substitute support to the scheduling team in handling customer facing issues, when necessary.
Requirements
• Bachelor's Degree or equivalent in Business Administration with 1 year relevant experience, Post-graduate, certification, and/or license may be required.
• Ability to manage a highly pressurized and demanding multitasking environment on a daily basis, responding to sudden changes of priority and to management escalations with immediate solutions.
• Strong planning and organization skills.
• Knowledge of Microsoft Office Suite and relevant SAP modules.
• Possesses full accountability to execute all the assigned task.
• Ability to handle customer onsite requests via telephone and mail.
• Ability to work independently and without direct supervision.
Licence No: 12C6060
