The Technical Service Officer reports to the Technical Service Manager and is responsible for effective & efficient support of all Field Service Engineer’s & Customer activities. Working within the Local Technical Service Office (LTSO) team and European together with the (European) Help Desk team to ensure utilization of FSE’s is 80%. Adhere to KPI’s set by department with relation to SLA compliance through effective dispatching, planning & managing customer expectations through professional timely communication & providing best in class service to all client customers.
He/she is responsible for:
Manage call flow as 1st point of contact for internal & external customers (inbound & outbound) towards HelpDesk and/or Field Service Engineers.
Interacting with Planning & Dispatch Tool
Scheduling field service visits, confirming details with customers and our engineers. Reviewing and Maintaining Work Orders daily, ensuring completion accuracy, providing feedback to the team members and managers on findings.
Correcting data errors found during the internal business processes.
Plan & dispatch all field service work orders in ServiceMax for assigned team of FSE’s within SLA.
Monitor & consistently seek to improve the KPI targets related to dispatch function.
Contacting customers by phone to arrange engineer appointments for Preventive Maintenance services.
Use analytical criteria to make an effective schedule of maintenance visits for all Field Service Engineers each week.
Achieve a weekly target for Preventive Maintenance visits planned.
Use analytical criteria to make an effective schedule of maintenance visits for all FSE’s each week.
Achieve a weekly target for PM visits planned.
Work with 3rd party providers where required to complete service interventions on external equipment.
Follow up and inform the customer, with input from the engineers or your LTSO colleagues, on the status of their current service contract, to administratively set up new contracts, send the contract proposals to the customer, follow up on the renewal or initiation of a new commitment and to report on contract renewal to the engineers and sales in order to guarantee a good administrative contract service to the customer.
KEY ACCOUNT MANAGEMENT
Responsible for the back-office management of our key accounts, maintaining a long term relationship with accounts and maximising sales opportunities within them.
SPARE PARTS MANAGEMENT
Order spare parts for stock replenishment and customer direct shipment, with input from the local Planning & Dispatching and follow up on delivery to ensure engineers are fully equipped and prepared for the successful execution of the operational tasks, according to the recommended European guidelines.
Perform ERG- & Car stock checks & reconciliations bi-annually. Complete necessary stock transactions in HFM/LOTS to balance stock levels.
Order instruments, to manage the logistics for the ordered instrument, to follow up on delivery, to undertake actions to guarantee a correct and in time delivery of the necessary instruments and to communicate and report the results to Planning & Dispatching in order to translate a customer order into a efficient and effective delivery of ordered goods.
Organize, coordinate and follow up the return of goods, RGA, refurbishment, instrument moves and recycling of instruments at the customer site in order to deliver a qualitative service in accordance to the client specifications and customer
INVOICE & BILLING
Manage and follow up all invoices and billings to the customer and other third parties within the assigned region in order to contribute to the optimal functioning of the local technical support organization by a correct and adequate invoice handling and to deliver a qualitative service in accordance to the client specifications and customer Service Level Agreements.
To manage all internal and external complaints with regard to delivery issues, and to undertake the necessary actions for resolving the situations in order to contribute to the optimal functioning of the local technical support organization.
To be responsible for all written communication (such as technical notification letters, invoices, contracts and other communications) to the customer that is service related to guarantee a conform, qualitative and structured way of communication that enhances good service delivery
Use e-mail to confirm arrangements with all stakeholders.
Reporting achievements to LTSO Team Leader weekly.
Communicating and providing exceptional Customer Service to internal & external customers through all communication methods.
Work with LTSO team members to maintain central inbox and respond rapidly to incoming communication.
Maintain data quality in ServiceMax system.
Review & close work orders in timely manner, ensuring completion within 3 days of closing.
OFFICE SUPPLIES & TOOLS
Order office supplies and tools, to manage and coordinate their logistics and delivery in order to ensure the local technical support organization is equipped with all resources and necessities for a efficient and effective functioning in the daily operations.
Supporting the operational requirements of the department through consistent and effective administration.
Providing support to colleagues as required across LTSO portfolio.
A friendly, happy demeanor with a positive can-do attitude.
Excellent communication skills and great customer focus is essential.
Must be well organized, efficient and motivated to excel.
Able to work well with others as a team and take direction from their manager
Can use initiative and demonstrate good judgment in respect of the business, customer and team needs
Exemplary Customer Service Experience
Ability to influence without authority
Able to demonstrate adherence to processes & procedures
Experience in problem solving & solution focus, particularly under pressure
Confident with Microsoft office package – advanced experience with Microsoft Word & Excel
Experience of working on Salesforce.com platform would be advantageous but not essential.
Languages: English, Dutch & French
Meer info: email@example.com
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