• Service & Operations Specilaist Shanghai
  • Danaher in Shanghai, , China
  • jobs
  • 4 weeks ago

jobs description

Major Responsibilities


Customer Care

· Responding to Customer service requests via telephone, email and instant messenger (WeChat or others).

· Ability to ask probing questions and translate the customer complaints into the symptoms that are being experienced and share with the Field Service Engineers.

· Maintain and plan Preventative Maintenance schedules for each month ensuring that all preventative maintenance activities are completed by their due date.

· Scheduling Field Service Engineer visits at a mutually agreed time with the end customer and Field service Engineers ensure that Service Level Agreements are met.

Service Contracts

· Pro-actively contact customers with contract proposal in advance of the expiry of their current contract or warranty.

· Track and follow up on contract quote that have had no response,

· Upsell contracts to customers who are currently out of contract or have a lower tier of contract.

· Maintain and report on the Service Contract... Renewal Rate in the weekly Service DM meeting.

· Prepare/mail and stamping of physical documents for service deals.

Service Administration

· Perform all service order activities (entering /maintaining sales orders, from P.O. through to invoicing and collection issues).

· Support service/sales manager in creating quotes for service activities and spare parts.

· Support tenders in providing the pricing and applicable quotes to be included in tenders.

· Maintaining pricing in SAP

· Ensure that all jobs have a Service Work Orders issued prior to dispatching a FSE.

· Ensure all applicable Service Orders are invoiced with in the required timeframe.

· Report on scheduling planning in the weekly DM Meeting.

· Process Order requisitions for the ordering of Spare Parts for both Hong Kong and Taiwan

· Assist the Service Manager in preparing the weekly revenue and planning reports.

· Effectively and timely processing of customer’s complaints including maintenance of complaint files, liaison with Businesses / Customers / Manufacturers, responses to customers and timely closure of complaints.

· Ensure the Customer complaint investigation, procedures, and activities comply with Quality System Regulations, ISO, and Medical Device Directives for vigilance.

Order Fulfillment (Order to Cash) – SG and SEA

· 4PL monthly replenishment and weekly reconciliation

· Channel Partner (CP) monthly inventory report consolidation.

· Weekly DM report generation for SEA

· Month End Spares Inventory Report for Singapore

· Backup for SEA order processing (Order2Cash)

· Backup for SG Service

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes
Shanghai China


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