As a Service Support, you will play a pivotal role in ensuring seamless communication and coordination between our customers and service engineers. Your responsibilities will include planning, scheduling, and managing orders within the service department. You will be instrumental in optimizing service delivery, enhancing customer satisfaction, and supporting the overall efficiency of our operations.

The Service Support plays a crucial role in enhancing the efficiency of our service processes and ensuring seamless interactions between the organization and our customers. This position provides vital administrative support to the Service team, facilitating smooth communication with both internal and external stakeholders. Key responsibilities include generating reports, processing orders, and coordinating with internal departments to ensure accuracy and timely delivery, thereby supporting the Service team and contributing to customer satisfaction and operational excellence.

Main Responsibilities & Tasks:1. Technical Assistance and Troubleshooting

Assist customers or internal teams with technical issues, troubleshooting, and resolving product or service-related problems.

Diagnose issues through phone, email, or on-site visits, and escalate complex issues to higher-level support or engineering teams if needed.

2. Customer Service

Serve as the first point of contact for customer inquiries and issues.

Provide timely and accurate information to customers, maintaining high levels of customer satisfaction.

Handle customer complaints and ensure they are resolved effectively.

3. Documentation and Reporting

Maintain accurate records of customer interactions, including issues reported, resolutions provided, and follow-up actions.

Document common issues and solutions in a knowledge base to help both customers and internal teams.

4. Service Coordination

Schedule and coordinate service calls, maintenance visits, or repairs for customers.

Ensure that service requests are prioritized, tracked, and completed within the agreed timelines.

Coordinate with field service technicians, engineers, and other departments to fulfill service requests.

5. Inventory and Spare Parts Management

Keep track of spare parts, tools, and equipment needed for service and repairs.

Order and manage stock levels to ensure parts are available when needed for service jobs.

6. Feedback Collection and Process Improvement

Collect feedback from customers about products, services, and support experience.

Identify recurring issues or improvement areas, and suggest process or product enhancements to the management team.

7. Compliance and Safety

Ensure that all service activities comply with safety regulations, company policies, and industry standards.

Stay up to date on regulatory requirements and industry best practices to ensure service operations are compliant.

8. Billing and Documentation for Services

Prepare and manage billing information for services provided, including generating invoices and tracking payment status.

Ensure that all service-related paperwork and documentation are accurately completed.

 

Qualification & Skills:

Academic Diploma in Business Administration or a related field.

Minimum of 2-3 years of experience in customer service or order processing.

Service-oriented with keen attention to detail.

Familiarity with the product and service portfolio.

Good communication and teamwork abilities.

Proficiency in software applications such as Microsoft Office, SAP, and field management software.

About Sartorius 

Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. 

We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.

Join our global team and become part of the solution. We are looking forward to receiving your application. 
www.sartorius.com/careers