Customer Service Representative – Siemens Healthineers
What are my responsibilities?As a Customer Service Representative CS commercial officer, you will receive customers calls, check SLA’s, contract condition, warranty and creditability information.
Daily tasks:
Enter service incident into ERP (SPIRIDON) system
Receive and distribute ticket/notification number as required
Forward service incident to respective technical support (TSE) in time and w/o any delay
Escalate to Customer Care Center Manager when the resource is not available
Enter service reports into ERP (SPIRIDON) system after receiving it from the field force.
Monitor the service report return from the field force.
Escalate to Customer Care Center Manager when a report is not returned in defined time
Monitor customer satisfaction on every finished service on daily bases
Generate daily performance reports as defined
Support operational group (tech-support / dispatch / logistics) in administration work
Receive requests from technical support and coordinate assigned dispatch requests
Identify Suitable Field Staff by optimizing: qualification, availability, location, overtime
Resolve resource conflicts by re-planning of activities within the defined scope
Manage escalations in case of unavailability of field staff according to the defined process
Coordinate Order and Delivery of spare parts as required by Service staff
Coordinate spare part delivery and synchronization with CSE – optimize planning
Monitor service delivery by field staff
Ensure Estimated Time of Arrival is met: re-plan changes and inform the customer
Control field staff on site time: re-plan changes where necessary
Monitor spare part delivery status: re-plan changes where necessary
Inform customer about changes to plan
Scheduling of Planned Service
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