Sr Customer Service Administrator - Remote Eligible

Job Title

Requirements:

5+ years of experience in Customer Service

High School Diploma or GED required

Handle installation service requests for the ULS division including:

Processes "pre-install" service tickets including shipping checklists, lab readiness checklists, including Order Transition Form, Installation pre visits as needed

Ensure Order Entry has accurate lab ready dates in SAP to signal factory to ship. Monitor and confirm delivery of line items via shipment tracking information

Inform logistics & quality departments of any damages incurred to equipment in transit or instrument initial quality deficiencies

Assist customers and the field in processing any return Material Authorizations

Ensuring installations are performed timely through coordination with Field Service Scheduling to plan for qualified field resource availability which meets customer expectations for time to installation. FSE installation planning / prioritization together with the responsible Service Manager

Identify contractual terms for effective revenue recognition, and advise order management on sales order release & completion

Oversee the service installation process from time of order acceptance through installation and training completion.

Directly collaborate with customer to coordinate lab readiness and deliver a pre- installation consultative service with remote or field service personnel

Schedule high complexity instrument installation. Establish confirmation communications with the customer as well as post installation courtesy calls.

Coordinate and track installation timeline with Sales, Order Entry, Field Service Engineer and Center of Excellence and Call Center.

Ensure training and application support activities are coordinated and scheduled prior to installation, based on the target installation date.

Facilitate resolution of issues to application support or factory if necessary. Drive customer solution.

Develop and update applicable work instructions ensuring they are in compliance with ISO requirements.

Complete all planned or unplanned quality & compliance training requirements within defined deadlines.

Ensure applicable documentation is received and recorded.

Ensures key data for installation work orders is complete and accurate in SAP.

Work with Finance to ensure month end revenue recognition is enhanced via reporting on open installation timelines.

Develop Key Process Indicators

Recommend process improvement using Practical Process Improvement methodology for assigned work areas.