Service Operations – Lead Associate –English
Genpact
5 - 10 years
Noida
Posted: 20/11/2024
Job Description
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 companys 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
About Company
Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.
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