Customer Care Services - Senior Process Associate –German - Remote PL

<span id="requisitionDescriptionInterface.reqTitleLinkAction.row1" title="">Customer Care Services - Senior Process Associate –German - Remote PL</span><span id="requisitionDescriptionInterface.ID1489.row1" title="">-</span><span id="requisitionDescriptionInterface.reqContestNumberValue.row1" title="">LIF022319</span><p></p><span id="requisitionDescriptionInterface.ID1511.row1" title=""><p>Ready to shape the future of work? <br/>At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.</p><p>If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.</p><p>Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.<br/>Inviting applications for the role of Customer Care Services – Senior Process Associate –German - Remote PL<br/>Customer Care Specialist will be responsible for providing administrative front and back-office support to the Technical Service Organization in the assigned geographical territory and ensuring complete customer satisfaction with end customers and internal business stakeholders <br/><br/>General Responsibilities</p><p>Delivering exceptional level of service to our customers involving several key responsibilities that include:<br/>•    Response to customer inquiries via e-mail, telephone, fax, or system<br/>•    Dealing with the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requests<br/>•    Order processing in relevant customer service systems which includes orders entry, maintenance, update, status progress reviews <br/>•    Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and tools<br/>•    Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required<br/>•    Set-up and manage users as part of new user as needed<br/>•    Support the testing of new features, enhancements, and report on results as needed<br/>•    Instrument ordering (in some EU countries, other countries by Customer Service), Coordination, Planning, and data management in FSM with regular reporting to Technical Service and Commercial Team stakeholders during installation forecast calls (EU only)<br/>•    Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms and/or connectivity issues as they arise<br/>•    Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA and other relevant regulations <br/>•    Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders or other as needed<br/>•    Participate in audits as needed  <br/>•    Administer Field calibrated tools as needed to ensure compliance<br/>•    Collaborate with vendors and internal personnel to achieve desired results<br/>•    Ensure info/documentation for calibrated equipment is maintained up to date, properly stored and accessible  <br/>•    Ensure non-conforming tools are identified and restored to a conforming state <br/>•    Provides ad-hoc support to internal and external stakeholders and collaborate to ensure service documentation and procedures are updated and compliant  <br/>•    Perform other tasks requested by the manager to reach team objective or the company’s objectives based on current needs<br/>•    Actively participate in the on-going assessment of customer support processes and incorporate approved improvements<br/>•    Successfully graduating the training plan attached to the position and the tasks<br/>•    Develop and update process documentation as needed</p><p>Minimum Qualifications and Experience <br/>•    Min. bachelor university degree<br/>•    Strong stakeholders’ management skills<br/>•    Excellent communication skills (verbal &amp; written) and customer service skills<br/>•    Strong analytical and organizational skills<br/>•    Resilience and ability to work under pressure<br/>•    Fluency in spoken and written English &amp; German is a must (any other European language would b