Customer Service Specialist, Southern and Northern

Il y a 8 mois


Courtaboeuf, France Thermo Fisher Scientific Temps plein

**Position Summary**:
Reporting to Senior Manager Customer Care, you will be responsible for coordinating service activities to help support the needs of our field service representatives and sales representatives in their duties to support the needs of our customers.

Customer centric attitude, team player, and the willingness to ‘go the extra mile’ to ensure our customers and colleagues demands are met.

The role will primarily focus on supporting the wider service organization enabling our field teams and management to efficiently execute on the required service activities. Responsible for full administration duties in the Service Department ensuring customer and service operational requirements are met.

**Key Responsibilities**:

- Monitor and coordinate spare parts and instrument stock with local and regional service management ensuring stock is accurately reflected in the ERP systems.
- Liaise with service teams on routine stock checks (local and trunk stock) ensuring that these are performed at minimum twice per year and reconciled correctly in the ERP system. Findings from stock audits are to be reported to local and regional service management.
- Own the ordering process for PCs and accessory components, working with local and regional management on orders and forecast and ensuring the records for these are captured in the ERP system.
- Manage asset placement with finance team.
- Liaise with local service managers on work orders scheduling to maximize efficiency and customer satisfaction.
- Initiate billable repairs quotations (BRQ) in ServiceMax and ensure a seamless transfer to the Customer Service team for customer billing.
- Monitor the calibrated equipment records across the assigned region, working with local service managers and field colleagues on ensuring their equipment does not fall outside of the calibration interval. This includes obsoletion of redundant equipment and addition of new calibrated equipment.
- Own the process for instrument traceability post-installation. Movement of instruments between locations must be handled quickly with a focus on ensuring data is captured and this role is responsible for ensuring instrument records are updated in SAP/ERP including - relocation, scrapping and return.
- The SOC will have responsibility for ensuring the SAP-controlled fields for installed products in SAP are correct - this includes matching installation dates to the install WOs, assignment of preferred technician and correct location.
- Service contracts:

- Arrange quotations and proposition, follow-up with customers.
- Create new contracts, invoice in SAP, follow renewals.
- Support with spare part orders on an as-needed basis.
- Contribute to PPI improvement initiatives around service and support operations.
- Support business objectives by assessing service KPIs and contributing to Monthly Business Review (MBR) for the region highlighting successes, challenges and areas of focus.
- Support the fostering of team culture which values accurate and timely completion of administrative tasks including but not limited to work orders, cases, parts orders and expenses.
- Support Senior Management with by contributing to the service business reviews
- Ensure company policies, SOP’s, WI’s and process flows are adhered to by the team.
- Communicate openly and effectively with the wider team to share knowledge and best practice.

**Minimum Requirements/Qualifications**:

- Previous experience in customer service or technical support capacity working with teams.
- Customer-focused with strong communication skills and ability to build relationships with customers.
- Can-do attitude with the flexibility to manage competing priorities.
- Attention to detail in all aspects of the role.
- Valid Driving License/Willingness to travel
- ** Fluency in English - both written and verbal.



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