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.
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.
- 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
- 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
- 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)
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
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.
Job Function: Customer Support
Primary Location: EMEA-Western Europe-Belgium-VOV-Ghent
Req ID: ESK002960