Sr Customer Service Representative
Il y a 7 mois
**Mission**
- Le/la Gestionnaire SAV/Scheduler Service Client est responsable de la satisfaction clients, au moyen de la réactivité mise en œuvre pour repondre aux demandes de Service. Dans le cadre particulier des contrats de maintenance il/elle est le garant du respect des délais d’interventions définis. Son activité requière un certain niveau de polyvalence ainsi qu’une réelle aptitude à la communication et au travail d’équipe. Il/elle collabore avec l’équipe Service Clients dans sa globalité (Ingénieurs et Managers de Services, Responsables Techniques, départements ventes et administration des ventes, service comptable et financier ). Le/la gestionnaire SAV/Scheduler reporte de son activité au responsable Service.**Principales activités du gestionnaire SAV/Scheduler Service Clients**:
- À partir des informations reçues des groupes Support Technique, Dispatch GBS ou Ingénieurs Service Client, planifier les interventions curatives sur les instruments CMD-
- Contrôler la conformité des tickets entrants (contrat actif ou bon de commande reçu, contact client renseigné et requête bien documentée)
- Organiser les priorités selon couverture contractuelle (respect des délais d’interventions garantis)
- Vérifier la disponibilité des pièces détachées requises (le cas échéant, commander les pièces)
- Identifier l’intervenant et la date d’intervention avec l’outil de planification (Scheduling Tool)
- Contacter l’ensemble des parties prenantes pour valider la planification et mettre à jour le Planning Board. Le telephone est le moyen de communication privilegié.
- Aviser les Field Service Managers en cas de difficultés de planification, en veillant à leur proposer les differentes alternatives possibles.- Organiser la planification anticipée des Maintenances Préventives-
- Contrôler la conformité des tickets de maintenance Préventive (pertinence et date prévisionnelle renseignée)
- Planifier les maintenances Préventives 60 jours à l’avance avec l’outil de planification (Scheduling Tool)
- Contacter l’ensemble des parties prenantes pour valider la planification et mettre à jour le Planning Board. Le telephone est le moyen de communication privilegié.- Activités administratives-
- Commander (via PO SAP ou Supply Connect) les fournitures et prestations nécessaires à l’activité Service Client IES (pièces en locale, prestations sous-traitées, retour usine, formation FSE, outils)
- Mettre à jour les bases de données SAP (équipement, chainage, contact client)
- Le cas échéant réaliser factures Proforma, bons de prêt, bordereaux d’envoi, attestations d’exclusivité, etc
- Etablir les devis complexes (par exemple pour les dossiers de déménagement)- Collaboration-
- Participer et contribuer aux réunions téléphoniques hebdomadaires organisés par les Managers Field Service
- Maintenir un relationnel de qualité avec les Services partenaires (Sales Op, magasin, GBS, Vente, Field)
- Organiser et assurer les backups entre Schedulers pour pallier les absences.**Prerequis**:
- Formation bac +2 types BTS/ DUT
- Forte orientation Client (sens du service, écoute active, diplomatie)
- Excellente communication verbale et ecrite
- Excellentes aptitudes au travail d'equipe (enthousiasme, polyvalence, excellent relationnel)
- Capacités à mener de front plusieurs missions avec des priorités differentes
- Bonne gestion emotionnelle et resistance au stress
- Bonne maîtrise de l'anglais**********
**Assignment**
The Customer Service Scheduler is responsible for customer satisfaction, through the responsiveness implemented to respond to Service requests. In the specific context of maintenance contracts, he/she is responsible for ensuring compliance with defined Service Level Agreement. His/Her activity requires a certain level of versatility as well as a real aptitude for communication and teamwork. He/she collaborates with the entire Customer Service team (Engineers and Service Managers, Technical Managers, sales and sales administration departments, accounting, and financial department, etc.). The Scheduler reports his/her activity to the IES France Service manager.
**Main activities of Customer Service Scheduler**:
- Based on the information received from the Technical Support, GBS Dispatch or Fiel Service Engineers, plans curative visit on the CMD instruments
- Check the conformity of incoming tickets (active contract or purchase order received, customer contact provided and well-documented request)
- Organize priorities according to contract coverage (respect of Service Level Agreement)
- Check the availability of required spare parts (if necessary, orders the parts)
- Identify the FSE and the Schedule date with the planning tool (Scheduling Tool)
- Contact all stakeholders to confirm the scheduling and update the Planning Board. Phone call is the preferred means of communication.
- Advise Field Service Managers in the event of planning
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