Job Information
Danaher Corporation Service Support Administrator in Singapore, Singapore
Overview
The incoming Service Support Specialist is responsible to drive the SEA service administration and backend operation forward through DHR LEAN management approach, meeting operation metrics, ensuring resources optimization and timely reporting. He/She has overall accountability to build a robust service support standard work, collaborate with sales operation to drive growth, effective management of dealers‘ service teams, as well as radically increase in customer satisfaction.
Responsibilities
Responsible for service contract management in new contract creation, contract renewal and contract termination.
Responsible for timely service billing.
Responsible for service warranty and service repair in processing of service order, coordination of shipment and arrangement of loaner if necessary.
Responsible for service call management and PM scheduling.
Document backend service processes.
Service support on service enquires, service quotation, service inventory management and invoices preparation.
Drive annual review of service pricing
Perform customer and service data analysis
Champion for SAP and SFDC
Key Deliverables
To process all warranty claims and perform service billing timely
To handle customer request and quote service quotation timely
To prepare and submit monthly service performance and growth report
To work with team, peers, stakeholders to drive customer satisfaction and operational targets
Deployment of standard work (SW) and daily management (DM)
To meet all service metrics:
Revenue and orders
Utilization and productivity
Total Time to Repair (TTR) and First Time Fix rate (FTF)
Inventory ITO and management of warranty cost impact
Customer Satisfaction (NES/NPS)
Requirements
Professional Experience
- 2 years of service management experience in aftersales service delivery function
Personal Trait Profile
Experience in a sales & service organization, especially in medical device, life science instrument, and healthcare equipment industry.
Ability to activate resources when necessary to accomplish assignments.
Mindset to continuously improve processes.
Ability to analyze complex business issues and isolate root causes and work towards a
simpler and more efficient process. Service minded.
A good team player with excellent communication and interpersonal skills.
ERP knowledge, preferably SAP and SFDC is a plus
Awareness for compliance.
Keen to learn
Key Relationships
Internal
Reports directly to Service Manager or as assigned
External
Customers
Channel Partners
Vendors/Suppliers
Local authorities
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 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.