Position Summary:
Contributes to Customer Satisfaction and takes care of meeting customer’s needs. Impacts Customer Satisfaction directly by meeting or exceeding customer's expectations in all contacts with the Service Operations team. Impacts upon the Company's achievement of Sales and Service plan and forecast by ensuring the timely and accurate processing of orders, contracts, tenders, service calls etc.

This will be a 12 noon until 8 pm Monday to Friday working shift.

Key Responsibilities:
• Acts as contact point for customers/partners and ensure timely resolution and satisfactory outcome for customer questions and requests.
• Ensures collation and collaboration of information and accurate, timely response to Public and Private Tender invitations with local Service Operations Offices.
• Co-ordinates with internal departments (GSS, Customer Care & Finance) to provide relevant information and input for all Service Contract Business which may include working with Grand Island Offices of Service Operations.
• Ensures data integrity in SAP. Running a various business objects reports from SAP and managing clean data in our internal systems. Maintenance of Customer Data, Install Base of Instruments and Warranty/Contract Alignment
• Responsible for processing contract quotes, booking contracts against purchase orders and invoicing by executing the required tasks in SAP in a timely manner, within the company rules and guidelines.
• Participates in Service up selling programs (FLIP)
• Works together with Regional Managers and Team Leaders to get queries solved.
• As required, ensures accurate and timely delivery of parts/tools maintains partner Service Levels and monitors and provides feedback on quality issues.

Frequent Contacts:

Internal
• Communicates with Team Leader (resp. Manager Service Operations) on a daily basis, Sales and other sections as required.
External
• Both verbally and in writing, at all levels, with the Division's customers.

Minimum Requirements/Qualifications:
• Basic Knowledge of SAP or equivalent CRM tool.
• Strong communication skills (Written and verbal)
• Good Understanding of a service business and customer experience.
• Computer literate - 'Microsoft Office' - Word/Excel/PowerPoint.
• Must possess excellent administration skills, organisational aptitude and the ability to plan and time manage various tasks.
• Ability to work in remote team or with a remote manager is essential.
• Experience in a customer contact/order administration role, preferably in a fast changing sales environment. In addition, must be able to work as part of a team.
• May require occasions travel for meetings and training across our locations

Other Job Requirements:
• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment