Danaher Corporation APAC Service Coordinator in Gurugram, Haryana, India
Job Title: APAC Service Coordinator
Reports to (Title): Manager Service Coordination
GCRF Level: B2
Key Purpose and Accountabilities:
The Service Coordinator is responsible for handling all service-related activities and communications for Cepheid products in APAC countries. The Service Coordinator maintains a pivotal role in providing the customer with an excellent service experience. The Service Coordinator drives performance, is committed to precision, communication, quality and maintains an unwavering natural approach of consistently delivering more than the customer expects.
Maintain Equipment master in ERP system 70% of the time for APAC countries except India & 30% of the time for Indian subcontinent (Bangladesh, Nepal, Srilanka & Bhutan)
Process RMA and outbound shipments for all service-related activities.
Monitor and maintain customer technical support events to determine shipment activities.
Monitor RMA’s to ensure equipment is returned for complaint investigation handling.
Preparing MIS for shipment and RMA for all related service activities.
Cross functional collaboration to make things happen.
Coordinating with ASP’s and direct customer for all service-related activities (Contracts renewal, Engineer visit, Spare parts transfer, Defective parts return)
Process purchase orders for billable service activities, which relate to service calls and preventative maintenance events.
Process service contract quotations, setup bill plans, review documentation and process invoices to ensure entitlement does not lapse due to processing.
Dispatch Field Service Engineers for service calls as appropriate and actively communicate with the FSE to confirm all logistics to ensure proper recording and communications.
Maintain precise record keeping both on paper and across multiple software platforms. Continuously drive accurate and high-quality results, which align with Cepheid’s high standards for customer care with continuous compliance of SOX and FDA regulations.
Actively seek and identify new approaches to enhance business processes.
Continuously meet or exceed standard performance goals as established by manager.
Contribute to growing department capabilities which may include assisting to build more scalable processes, supporting documentation and/or metrics needs, improving quality, etc.
- Complete all assigned and required training satisfactorily and on time
Education & Experience:
Essential: High school degree (or equivalent experience) with 1-2 years of relevant work experience
Desired: Degree or equivalent professional experience.
Desired: Minimum of 3 years’ experience in a fast-paced Customer Service or Order Management role in the Medical Device industry, or high volume-manufacturing environment.
Knowledge and skills:
Outstanding organizational skills and the ability to work independently
Cross functional collaboration
Exposure of handling international customers
Good working knowledge of MS Office
Experience within ERP / CRM systems an advantage (SAP, Salesforce and FSL)
Good ability to discover and use new software
Ability to function under pressure
Excellent customer relationship management, phone presence and written
Work in an office environment
Ready to work in early morning shifts
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
Operating Company: Cepheid