Danaher Corporation Service Admin Supervisor in Shanghai, China
Provide administrative management and support to service operations and service business to ensure the operational efficiency and as well as timely booking deals into system to help reaching quarterly & yearly service business revenue & order target.
This involve s interacting with other functions as CS, Logistics, Service Sales team & Field Service team to enable the successful achievement of c ompany , function and individual goals.
This position also plays an important role in management of service customer facing activities including inbound & outbound calls as handling customer complaints handling, price inquiries, orders, parts/consumables delivery & return, etc.
Monitor and manage service delivery operation process, including handle customer calls and complaints, admin support to Field Service team including open and close Service Request, parts order & delivery, bad & goods parts handling, etc. Lead service administration team to provide support to service business, including customer inquire (parts/consumables/billable service) handling /; service business process manage and support from quotation to revenue recognition to support the achievement of service business quarterly & yearly target. Work closely with finance team on invoice releasing, account receivable collections, credit monitoring for dedicated customers, and also manage the purchasing & outsourcing process from vendors. Assist to manage the pre-installation & installation process and documentations, including shipping packages, notice to customer with per-installation documents, manage installation reports, instrument acceptance, etc. Maintenance customer contact information in SCIEXNow and SMAX function Daily management for China Call Center to provide professional service support to customers through inbound and outbound calls. Conduct customer satisfaction survey get feedback for continuous service improvement. Manage the service request SOP in SMAX and Oracle, with timely open & close of FSE service request, time& material correctly locking in system, parts delivery & returns, etc. Management the related service reports accordingly. Manage of inventory level with weekly monitoring & updating, and place parts order to maintain safety stock, while with timing process SOP to control inventory level & inventory turns to secure the parts stock efficiency. Support dealer screen process and the contract/agreement approval and documentation whenever necessary, to meet with audit request. Timely generate reports to manage the service operation performance& service business performance as per KPI Working closely with IT & global team to make the improvement of Oracle system and the service working flow. Provide system training to team and related parties. Cross-functions coordination with Customer service, Finance, Logistics, instruments Sales, etc.
EDUCATION / EXPERIENCE:
A bachelor's degree or equivalent in business administration, marketing, trading or a related field with relevant experience in multinational company for at least 2 years.
Excellent written and verbal communication skills both in Chinese and English
Experience in management of service operation working flow. Familiar with service business mode and process. At least 5 years working experience in service administration.
Demonstrated ability to organise own work, to work efficiently, productively and independently, detail oriented and ability to manage multiple tasks.
Demonstrated ability to work on a range of tasks as part of ongoing projects, and to make sound decisions in order to meet deadlines for the completion of projects or activities
Interpersonal skills suitable for a people-oriented job, requiring interactions with many people both inside and outside the organisation
Organisational skills relevant to delegate works to team members, outside organisations and consultants and working in teams
Strong coaching skill to help junior team members to grow up and management skill to monitor the whole operation and KPI on track.
Be creative, enthusiastic, driving with team-building skills
Able to travel frequently with overnight travel around 15%
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.