Local Technical Service Support Administrator
il y a 2 semaines
**Job Description Summary**:
The core responsibility of the Local Technical Service Organization (LTSO) Administrator is responsible to execute the
administrative related tasks in support of the technical service field operations, mastering the use of BD
dispatching of technical service installations and preventive and corrective field activities for BDB, IDS
equipment (including Lab Automation depending on the process integration).
The core responsibility for this role is to provide day to day efficient and accurate completion of all the
administrative related tasks, aimed to support the effectiveness of the technical service field operations.
He / She must ensure an efficient tasks prioritization focusing to comply with service level agreements.
Execution of a forward-looking scheduling, matching and follow up of preventive tasks, while at the same
time identifying daily opportunities to maximize coordination with repairs to be timely assigned to
engineers.
The position reports to the Sr manager Service operations or to the Local Technical Service Support Office
Team Leader depending on the size of office/operations.
**Primary Duties and Responsibilities**:
- Provide administrative support to the TS organization and field operations in the assigned geographical territory.
- Create and maintain accurately updated customers and instruments records and data quality in Service Max system, LOTS & SAP (near future) as required.
- Execute efficient planning and dispatching of work orders, ensuring tasks prioritization by identifying opportunities for combining open work orders to maximize efficiency of field service engineers based on specific criteria.
- Plan and dispatch following the right priorities based on pre-defined parameters, to meet service level agreements.
- Consistently follow up of preventive maintenance, installations, field actions to foster operational and administrative completion within required timelines
- Provide excellent customer experience, through a fluent and plain communication, while steadily updating stakeholders on job status within specific time frames.
- Tracking and execution of service jobs, through a steady and consistent monitoring and processing of cases and work orders to ensure system completion of service support related tasks and, therefore, allowing timely reflection of operations in to financial and logistic environment (i.e. spare parts consumption, work order processing with accurate entitlement registration, case closure compliance within given time-frame).
- Process master data and information records in BD systems.
- Execution of all related administrative and logistic tasks as applicable, including local purchasing.
**Person Specification**:
- Min. 2 years of experience in customer support role
- Min. bachelor university degree
- Previous experience in using CRM systems (eg. LOTS, SAP, ServiceMax)
- Strong stakeholders’ management skills
- Excellent communication skills (verbal & written) and great customer focus is essential
- Strong analytical and organizational skills
- Ability to work both independently and within a team environment demonstrating collaborative, happy demeanor with a positive can-do attitude
- Resilience and ability to work under pressure
- Fluent level of Dutch, French and English (any other European language would be a plus)
**Primary Work Location**: BEL Erembodegem - Dorp 86
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