Service Coordinator, Nordics (REMOTE)
PerkinElmer, Wallac Oy

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Alkuperäinen julkaisupäivä 6.7.2021

At PerkinElmer we are committed to providing innovative solutions and forging progressive partnerships for a safer and healthier world. PerkinElmer is hiring a Service Coordinator for the Nordic region. Location: Finland, Denmark, Sweden, Norway. Must have: Finnish + Swedish or Danish or Norwegian.

 

The Service Coordinator is responsible for ensuring complete customer satisfaction by supervising the correct execution of service requests received by customers.  The Service Coordinator analyses, validates and dispatches the requests received by Customer Care and for which the Service Team needs to act, either at Remote Technical Support level or directly into the Field. Collaborate actively with Customer Support Engineer (CSE) with the aims to be the connector between Customers’ needs and our internal service stakeholders.

It serves as key point of reference for the execution of processes based on ServiceMax and provides value through analyzing current processes and promoting ongoing improvements.

 

Key Responsibilities

 

Coordinator Operations

  • Main contact point between customer and CSE

  • Track field execution on planned and repair activities in line with SLA requirements

  • Manage spare-part processing, serving as an interface between Delivery Centers (DC) and Customer Support Engineers (CSE) in the field

  • Review & Plan interventions (installation, corrective, preventive) in close collaboration with group leaders, technicians and customers.

  • Schedule return trips with customers when parts are in.

  • Identify and process customer requests by email and phone.

  • Follow up on service events to confirm the event has been completed and the customer is satisfied.

 

Process Improvement

  • Supervise Service execution and identify roadblocks

  • Trigger problem solution actions in order to provide excellent and timely customer service. Escalate to Group leader or SVC leader when necessary

  • Liaise with key stakeholders to ensure process alignment or optimization. Actively participate in the ongoing assessment of customer support processes and incorporate approved improvements

  • Manage and maintain specific processes for customers and / or products ex: FAQ and maintain customer database with the latest information.

  • Respond to non-technical questions eg: part number, packaging, password update, website, specifications, FAQ etc.

 

Governance

  • Provide technical support on processes based on ServiceMax

  • Provide weekly reports to Service Leaders or Team Leader

  • Work closely with the Customer Support team on support and downstream development.

  • Work closely with the commercial organization on sharing information and promoting our offers to our customers.

 

Your profile:

  • Excellent interpersonal skills and organization, curious and attentive

  • Good command of IT tools ex: MS office (excel, word, ppt etc.)

  • Professional English, read, written and spoken and preferably other (Finnish - must have, Swedish/ Danish/Norwegian- nice to have)

  • Successful professional experience in a similar position

 

What We Offer

  • Work in a hi-tech, innovative, team oriented, energetic and scientific environment

  • Career development opportunities in multiple business areas

  • Attractive compensation and performance bonus

  • Recognition and referral awards

 

Please apply with your CV and cover letter via the link.

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