Danaher Corporation Case Coordinator in Ghent, Belgium

Danaher Company Description

Esko is the worldwide market leader with software for packaging buyers, designers and manufacturers and hardware products for the packaging, label, sign and display industries. With Headquarters in Gent - Belgium, Esko employs around 1,500 people worldwide. Its global sales and support organization covers Europe, the Americas, Asia/Pacific and Japan. In our factory we produce high-quality cutting tables, which offer an all-round cutting solution for any application: from sign making, display production, sample making and short to medium rum corrugated production.

Description

The Case Coordinator will handle all hardware and software incoming calls as a project from direct customers and resellers. They will be responsible for every case from start to end (closing).

This role is temporary for 12 months - maternity cover.

Main tasks:

  • planning of technical field staff resources and spare parts
  • answer customer calls, log calls and dispatch calls to technical stuff/1 st line telephone support
  • create new cases including WorkOrders
  • follow-up that all cases are handled in due time
  • closing correctly WorkOrders and cases

    Responsibilities:

    1. Hardware and Software case handling
    • answer all incoming calls from customers

    • plan field staff with field staff utilization in mind (Single Point dispatching)

    • follow - up on non - closed cases and call back times

    • escalate if service level agreements not kept (time to answer, time to solve)

    • professional and technical description of every case

    1. Planning field activity
    • order spare parts and follow - up on parts return

    • communicate with the customer and field staff

    • secure fast return of field reports in order to close the case

    • prepare the Invoice of field activity (closing WorkOrder)

    1. Follow-up
    • minimize cost of case handling and field activity minimize workforce field staff

    • take ownership of every case and follow up till closing

    • solve priority conflicts (together with 1st line telephone support and/or TL Case Mgt)

    • work close together with Case Coordinators

    • secure fast invoicing

Qualification

Qualifications:

  • strong planning skills

  • negotiation and communication skills

  • excellent language skills: fluent in local language(s) in region and English

  • basic understanding of full product portfolio is a plus

  • service - minded and able to respond in a fast and pro-active way to customer requests

  • customer oriented - build relationship with customers and Esko service people

  • must stay calm uder pressure

Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Organization: Esko
Job Function: Customer Support
Primary Location: EMEA-Western Europe-Belgium-VOV-Ghent
Schedule: Full-time
Req ID: ESK002960