Sr Customer Service Administrator

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<p style="text-align:left"><b>Work Schedule</b></p>Standard (Mon-Fri)<p style="text-align:inherit"></p><p style="text-align:left"><b>Environmental Conditions</b></p>Office<p style="text-align:inherit"></p><p style="text-align:left"><b><u>Job Description</u></b></p><p style="text-align:inherit"></p><p>Requirements:</p><ul><li>5+ yrs of experience in Customer Service</li><li>High School Diploma or GED required</li><li>Handle installation service requests for the ULS division including:</li><li>Processes "pre-install” service tickets including shipping checklists, lab readiness checklists, including Order Transition Form, Installation pre visits as needed</li><li>Ensure Order Entry has accurate lab ready dates in SAP to signal factory to ship. Monitor and confirm delivery of line items via shipment tracking information</li><li>Inform logistics & quality departments of any damages incurred to equipment in transit or instrument initial quality deficiencies</li><li>Assist customers and the field in processing any return Material Authorizations</li><li>Ensuring installations are performed timely through coordination with Field Service Scheduling to plan for qualified field resource availability which meets customer expectations for time to installation. FSE installation planning / prioritization together with the responsible Service Manager</li><li>Identify contractual terms for effective revenue recognition, and advise order management on sales order release & completion</li><li>Oversee the service installation process from time of order acceptance through installation and training completion.</li><li>Directly collaborate with customer to coordinate lab readiness and deliver a pre- installation consultative service with remote or field service personnel</li><li>Schedule high complexity instrument installation. Establish confirmation communications with the customer as well as post installation courtesy calls.</li><li>Coordinate and track installation timeline with Sales, Order Entry, Field Service Engineer and Center of Excellence and Call Center.</li><li>Ensure training and application support activities are coordinated and scheduled prior to installation, based on the target installation date.</li><li>Facilitate resolution of issues to application support or factory if necessary. Drive customer solution.</li><li>Develop and update applicable work instructions ensuring they are in compliance with ISO requirements.</li><li>Complete all planned or unplanned quality & compliance training requirements within defined deadlines.</li><li>Ensure applicable documentation is received and recorded.</li><li>Ensures key data for installation work orders is complete and accurate in SAP.</li><li>Work with Finance to ensure month end revenue recognition is enhanced via reporting on open installation timelines.</li><li>Develop Key Process Indicators</li><li>Recommend process improvement using Practical Process Improvement <b>(PPI) </b>methodology for assigned work areas.</li></ul><p></p><p></p><p></p><p></p>

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