Customer Support, Strategic Service Desk
Core
Handle service requests for calibration and repair of Fluke units for EMEA customers, acting as the link between customers and internal Service Technicians/Logistics teams.
Role type
Customer Support Agent (Service Desk)
Builds
Service orders, pickup labels, packing lists, and dangerous goods information for equipment repair/calibration.
Domain
Industrial instrumentation / Calibration and Repair
Deliverable
client delivery
Required skills
Customer inquiry handling, system data entry (Oracle), supplier liaison, logistics coordination, KPI monitoring, PO management, document uploading and quality checking.
Preferred skills
Digital literacy (MS Office), accuracy in data processing, proactive problem-solving.
Responsibilities
Handle internal and external customer inquiries via phone or email; Create service orders in systems for equipment coming in for repair or calibration; Prepare and provide pickup labels, master packing lists, and dangerous goods information; Manage Loaner pools in the UK and NL; Monitor KPIs and apply problem solving to close gaps; Liaise with Third-Party Suppliers; Raising and maintaining PO; Uploading Calibration Documents and quality checking information on Calibration Certificates.
Seniority
Entry to Mid-level, individual contributor