Customer Service Specialist (w/m/d)
Core
Senior Customer Service Representative managing service incidents, coordinating field technicians, and ensuring SLA compliance for scientific research equipment.
Role type
Senior Customer Service Representative (Service Operations)
Builds
Service operations and incident response for scientific instruments
Domain
Life Sciences / Scientific Research Equipment
Deliverable
client delivery
Required skills
Incident management, SLA monitoring, customer coordination, scheduling maintenance, order administration, software update planning, quality standards enforcement
Preferred skills
SAP proficiency, MS Office, independent work style
Technologies
SAP, MS Office
Responsibilities
Accept service incident reports via phone or email, log service incidents into the system, route incidents to service technicians, monitor SLA compliance, coordinate customer communications and service appointments, manage emergency response for critical failures, schedule and organize maintenance for contract customers, plan service-related activities, manage written orders for service activities, plan software update installations, support service improvement initiatives, ensure adherence to safety and quality standards
Seniority
Senior, hands-on IC