Sr Customer Service Administrator

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Requirements:

• 5+ yrs of experience in Customer Service
• High School Diploma or GED required
• Handle installation service requests for the ULS division including:
• Processes "pre-install” service tickets including shipping checklists, lab readiness checklists, including Order Transition Form, Installation pre visits as needed
• Ensure Order Entry has accurate lab ready dates in SAP to signal factory to ship. Monitor and confirm delivery of line items via shipment tracking information
• Inform logistics & quality departments of any damages incurred to equipment in transit or instrument initial quality deficiencies
• Assist customers and the field in processing any return Material Authorizations
• Ensuring installations are performed timely through coordination with Field Service Scheduling to plan for qualified field resource availability which meets customer expectations for time to installation. FSE installation planning / prioritization together with the responsible Service Manager
• Identify contractual terms for effective revenue recognition, and advise order management on sales order release & completion
• Oversee the service installation process from time of order acceptance through installation and training completion.
• Directly collaborate with customer to coordinate lab readiness and deliver a pre- installation consultative service with remote or field service personnel
• Schedule high complexity instrument installation. Establish confirmation communications with the customer as well as post installation courtesy calls.
• Coordinate and track installation timeline with Sales, Order Entry, Field Service Engineer and Center of Excellence and Call Center.
• Ensure training and application support activities are coordinated and scheduled prior to installation, based on the target installation date.
• Facilitate resolution of issues to application support or factory if necessary. Drive customer solution.
• Develop and update applicable work instructions ensuring they are in compliance with ISO requirements.
• Complete all planned or unplanned quality & compliance training requirements within defined deadlines.
• Ensure applicable documentation is received and recorded.
• Ensures key data for installation work orders is complete and accurate in SAP.
• Work with Finance to ensure month end revenue recognition is enhanced via reporting on open installation timelines.
• Develop Key Process Indicators
• Recommend process improvement using Practical Process Improvement (PPI) methodology for assigned work areas.