Customer Care for Service Department – Management Trainee –German – Hybrid Wroclaw
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Delivering exceptional level of service to our customers involving several key responsibilities that include:
Manage the Team of 10-15 resources for Customer Care Service department and manage customer requirements for our client as required and work with internal resources to ensure a high level of customer satisfaction
The team will be responsible for resolving the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requests
Handle high priority and escalated requests for the team. Identify customer problems, and resolve customer issues
Monitor team performance and perform quality check, train, coach, develop knowledge repositories that will help the team resolve inquiries and service request in an efficient manner
Monitor work, perform quality checks and provide timely feedback on soft skills, service request handling and ability to resolve issues within agreed service levels
Identify barriers to excellent performance and work to address these, either independently or with the support of other collaborators
Act as a local link between local, internal stakeholders and other internal stakeholders
Drive SLA adherence, conduct daily team huddles and support as first point of escalation. Should be responsible for participating in client governance calls and preparing data / presentations for the same
Have an awareness/understanding of, and consistently seek to improve, the important metric targets
Measure and improve efficiency and effectiveness of operational processes, build the sound agenda of the process improvements, and set standards for deployments at scale, infrastructure reliability, security
Perform monthly operational reporting to leadership (KPIs)
Responsible for associate hiring, onboarding and training, coaching through buddying and one-to-one support
Carry out ongoing performance reviews and address excellent/poor performance as appropriate
Execute efficient planning and dispatching of work orders, ensuring tasks prioritization by finding opportunities for combining open work orders to maximize efficiency of field service engineers based on specific criteria
Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA and other relevant regulations
Support business objectives; deliver high level of service & performance
Demonstrates and communicates to FSEs and internal production, procurement, and supply chain
Minimum Qualifications and Experience
Min. bachelor university degree
Experience in similar role
Demonstrates a growth mindset in all activities
Strong stakeholders management skills
Strong analytical and organizational skills
Demonstrates wider organizational awareness Resilience and ability to work under pressure
Excellent communication skills (verbal & written) and great customer focus is essential
Able to have a holistic approach, as well as accuracy in viewing details
Well organized in planning as well as capable to integrate frequent changes
Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired
Well organized in planning as well as capable to integrate frequent changes
Experience with Lean, Six Sigma and Digital Transformation
Familiar with Medical Device Regulations (MDR), Compliance and reporting
Experience with leveraging SAP, ServiceMax and Salesforce CRM platforms is preferred
Team handling Experience in customer services Dispatch, scheduling, contracting, Spare parts, Business support 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
Standard Shift, Monday to Friday, 9:00 am to 5:30 pm (CET)
What can we offer?
Attractive salary
Stable job offer employment contract
Various trainings (initiating, soft skills)
Possibility of development
Benefits (Insurance, Luxmed, Multisport, Lunchpass Card, additional vacation days, biking policy)
Note: This job description does not constitute a written or implied contract of employment. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties or responsibilities associated with the position.
As an Equal Opportunity Employer we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidates absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed. Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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