Job Description

The successful candidate will be responsible for plan and oversee enterprise-level support and service activities for company products and services and ensure quality service and operational performance within the parameters of program and delivery standards.

It\'s also under this scope, the development of client relationship and understanding of client business and product installations in order to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.

They will act as single point of client contact to coordinate resolution of service incidents and escalation of technical issues, collaborate with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

As Service Coordinator

• Maintaining customer order files
• To take follow-up for dispatch as per schedules mentioned in the order
• To share issue tracker details every week with the regional manager
• Maintain and share closed calls summary on a weekly basis
• Purchase order processing - forwarding SOC to customer and follow up for LC and Payments
• To make follow up calls to customers to confirm orders and payment details
• To contribute to customer satisfaction by ensuring the accuracy and timely processing of Service orders
• Maintaining the shipment and PIR details, single invoice to forward to customers.
• Coordinating with the customer care team on document processing and shipment
• Coordination with other department \xe2\x80\x93 sharing the shipment & IRD forms with the service team
• IQOQ documents follow-up, site readiness mail from customer , local supplies to service team
• Daily search of new invitations to tender on N-Procure website, timely management of tender activities
• Review tender documents
• Coordinate with finance Team For EMD/PBG Request. Preparing supporting letters for sending EMD/Order acknowledgement/PBG to customer.
• Catalogues ordering when required
• Preparing F2F sheet on weekly basis
• Responsible for coordinating for repair, preventive maintenance, Installation calls and working on MIS reports for the same.
• Responsible for Order Management
• Dispatch of Invoices to proper contact person as per order package
• Ordering of PM Kits if covered under the contract as per order package
• Filing of customer correspondence
• Scheduling appointments for the sales department, service providers, suppliers, and customers.
• Maintaining and updating supplier, sales, and customer records.
• Checking data accuracy in orders and invoices
• Contacting clients to obtain missing information or answer queries
• Liaising with other departments on administrative matters of mutual importance
• Schedule appointments and set up venues for the same for Sr Director - Commercial
• Coordinate all travel arrangements when required.

As Admin Support:

• Manage scheduling of meetings
• Coordinate travel arrangements
• Maintain various records and documents
• Organize and prepare for the meetings, including gathering documents and attending to logistics of meetings
• Provide general administrative support to the office

Requirements

• 4-5 years of experience in a similar position, ideally in within the laboratory/science/biotech industry.
• Good communications skills
• Fluency in English
• Good command of Excel