Service Operations Specialist
We are seeking a highly skilled Service Operations Specialist to join our team. This role will involve interacting with customers, documenting customer complaints, and responding to customer service needs.
Key Responsibilities:
* Customer Interactions: Interact with customers over the phone or via email to identify needs and determine appropriate action or escalate for further review.
* Documenting Customer Complaints: Document customer complaints and respond to customer service needs including shipment, billing and warranty issues and basic product enquiries.
* Day-to-Day Service Delivery: Support FE's with Work order management, case management, service parts and escalations.
* Customer Meetings: Organize and participate in customer meetings related to service delivery and sharing of KPI's.
* Continuous Improvement: Review and act on customer feedback received through Medallia. Participate in monthly reviews with ANZ Service leader and regional Operations leaders. Work towards continuous improvement with the team on KPI's, escalations, parts return and inventory management.
* New Service Max Releases: Execute all new Service Max Releases and take care of all issues that field team faces. Coordinate with APAC and Global Project team in case of any support required at ANZ level.
* Productivity and Legacy Systems: Lead continuous improvement projects related to productivity, legacy Pall LS systems, workforce management using DBS tools ANZ level.
Requirements:
* Minimum 5 years' experience of working in life science.
* Experience of working in a team. Ability to energize, develop, build rapport, collaborate, and influence at all levels within an organization.
* Minimum qualification is bachelor's degree in management or Life-Science.
* Excellent problem solving and influencing skills.
* High level presentation and interpersonal skills; able to communicate with customers.
* Ability to operate effectively in a multi-tasking, cross-functional, dynamic environment, while maintaining a forward-thinking attitude.