Attend to Technical Calls inbound from customers on breakdown of system on site. Troubleshooting system issues/error/alert & alarm with sound understanding for maintenance of system/IP with logical and technical skills relevant to Lab Water Solution Product portfolio and significant water filtration knowledge. Inform inhouse for urgent clinical customer support in-site where priority dwells on critical scenario (as hospitals and GSA).
Handle Work
Order processed by Partners in Field (Field Service Engineers) on relevant fields necessary before closing the WO as valid for billing and unbilled covered task carried out in site.
Push Billable Repair
Quotes for scheduled Repair on system as they possess potential of an order.
Chase Billable Work
Order for payment to close before billing cycle. Renewal follow-up of Service contract as they provide ease of repair when maintained periodically by inhouse wrt subscriptions. With the above scope of responsibility, managing workflow of transactional activity.
Responsibilities
- Attend to technical calls inbound from customers on breakdown of system on site.
- Troubleshoot system issues/error/alert & alarm with sound understanding for maintenance of system/IP with logical and technical skills relevant to Lab Water Solution Product portfolio and significant water filtration knowledge.
- Inform in-house for urgent clinical customer support in-site where priority dwells on critical scenario (as hospitals and GSA).
- Handle Work Order processed by Partners in Field (Field Service Engineers)
on relevant fields necessary before closing the WO as valid for billing and unbilled covered task carried out in site.
- Push Billable Repair Quotes for scheduled Repair on system as they possess potential of an order.
- Chase Billable Work Order for payment to close before billing cycle.
- Renewal follow-up of Service contract as they provide ease of repair when maintained periodically by inhouse wrt subscriptions.
- With the above scope of responsibility, managing workflow of transactional activity.
Requirements
- 1-2 Years of experience in Customer Service.
- Creating effective communication on process during BCP and internal resource availability.
- Completing task within SLA agreed timeline and quality metrics and service objectives.
- Creating critical review on non GXP activities.
- Implementing changes aligned to change management and strategic requirements.
- AI Tool Proficiency: Knowing how to use generative AI tools (like ChatGPT or Claude) to draft, brainstorm, and research efficiently.
- Digital Collaboration: Comfort with remote work tools like Microsoft Teams, and cloud document sharing.
- Presentation Skills: Confident speaking and slide design for sharing ideas with a team.
- Continuous Learning: Curiosity and the drive to pick up current software or processes quickly.
- German or French Language is an added advantage.
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