Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Service Operations – Lead Associate –English
Service Operations Specialist will be responsible for providing administrative front and back-office support to the Technical Service Organization in the assigned geographical territory and ensuring complete customer satisfaction with end customers and internal business stakeholders
Responsibilities
Delivering exceptional level of service to our customers involving several key responsibilities that include:
- Response to customer inquiries via e-mail, telephone, fax, or system
- Dealing with the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requests
- Order processing in relevant customer service systems which includes orders entry, maintenance, update, status progress reviews
- Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and tools
- Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required
- Set-up and manage users as part of new user as needed
- Support the testing of new features, enhancements, and report on results as needed
- Instrument ordering (in some EU countries, other countries by Customer Service), Coordination, Planning, and data management in FSM with regular reporting to Technical Service and Commercial Team stakeholders during installation forecast calls (EU only)
- Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms and/or connectivity issues as they arise
- Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA and other relevant regulations
- Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders or other as needed
- Participate in audits as needed
- Administer Field calibrated tools as needed to ensure compliance
- Collaborate with vendors and internal personnel to achieve desired results
- Ensure info/documentation for calibrated equipment is maintained up to date, properly stored and accessible
- Ensure non-conforming tools are identified and restored to a conforming state
- Provides ad-hoc support to internal and external stakeholders and collaborate to ensure service documentation and procedures are updated and compliant
- Perform other tasks requested by the manager to reach team objective or the company’s objectives based on current needs
- Actively participate in the on-going assessment of customer support processes and incorporate approved improvements
- Successfully graduating the training plan attached to the position and the tasks
- Deliver critical service operational and financial reports, both regular and ad hoc
- General administration which includes customer files and sales contracts maintenance
- Support business objectives; deliver high level of service & performance
- Demonstrates and communicates to FSEs and internal production, procurement, and supply chain
- Oversee associate onboarding and training, through buddying and one-to-one support and provide feedback on quality checks
- Conduct quality checks, handle high priority and escalated cases
- Develop and update process documentation as needed
Qualifications we seek in you!
Minimum Qualifications And Experience
- Min. bachelor university degree
- Experience in Customer Service / Customer Care or Customer Support
- Strong stakeholders’ management skills
- Excellent communication skills (verbal & written) and customer service skills
- Strong analytical and organizational skills
- Resilience and ability to work under pressure
- Fluency in spoken and written English is a must
- Very good knowledge of Microsoft Office for work purposes esp. Outlook, Excel. ServiceMax knowledge would be extra advantage as well as any kind of workflow / voice solution systems
- Experience in customer service for the lab / medical device business would be desired
- Understanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures
- Solution-oriented. Identifies and analyses problems to make logical, fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies
- Anticipates, identifies, and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback, follow-up, and strong relationships. Focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customer
- Understands the goals of the organization and achieves ambitious individual goals that are consistent with overall Company goals
Very attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions
Languages
Excellent English language skills
Shift Requirement
Monday to Friday, 9:00 am to 6:00 pm (CET)
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
Job
Lead Associate
Primary Location
India-Noida
Schedule
Full-time
Education Level
Bachelor's / Graduation / Equivalent
Job Posting
Nov 6, 2024, 7:18:48 AM
Unposting Date
Ongoing
Master Skills List
Operations
Job Category
Full Time
