Service Coordinator - Cambridge, United Kingdom - ZEISS Group

ZEISS Group
ZEISS Group
Verified Company
Cambridge, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
To support the deliveryof service to ZEISS customersandto enable thegrowth of the Service business unit.
Tomanage theend-to-end customer journey at every interactionduring the lifecycle of their instrument or system.
To co-ordinatethe Field Serviceteams daily activities, liaising with customersand other internal departments tomeet the RMS Service departmentgoalsand aspirations.

Facilitate RMS service contract renewal through proactive customer contact through the"service to customer"processThe Service team areambassadorsfor the company, placing highest priority on meeting customer needs,meetingoverall service performance targets.


  • Handling incoming RMS customer support contact using Microsoft anywhere 365 platform
  • Live handover of incoming support enquiries to RMS technical support (EM/LM/X-Ray)
  • Coordinating on site visits for all Servicerelated tasks
  • Installations, relocations, Preventative Maintenance and Corrective Maintenance
  • Managing FSE calendars, driving efficiency and utilisation
  • Ensuring that CCT/SVO management processes are adhered to with high levels of data accuracy
  • Producing contract quotations for new and returning customers
  • Planned maintenance data cleansing readying for release
  • Tender submission support
  • Invoicing of contracts on SAP
  • Owning the invoice process, ensuring that all invoices are accurate and sent in line with targets (SAP and CRM)
  • Keeping customers informed of the status of their case at every stage of the customer journey
  • Maintaining the Net Promotor Score database and executing customer surveys
  • Managing iBase data information
  • Effective and efficient use of CRM, SAP and other systems and tools
  • Following up on any open quotations including relocations, Preventative Maintenance, Corrective Maintenance and Contracts
  • Creating quotations for noncontract service work, and parts. Following up on any quotations that are unresolved
  • Service contract renewal administration including generation of quotations
  • Proactive contract renewal customer communication
  • Any other administrative tasks as requested by Service Managers

Your ZEISS Recruiting Team:
Kate Benyon, Melissa Prescott, Natarlee Lawrence, Suya Rolph
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