Executive Customer Service

Date: Jul 26, 2022

Location: Mumbai, IN

Company: Carestream Health

Position Summary:

The Customer Care Executive has a fundamental role in providing support to customers within the defined time window, creating service calls and/or redirecting customer calls to a specialized support group and/or to our field engineers to provide immediate solution to all the doubts and issues which may arise with their digital or analog equipment as well as consumables for their equipment. The CCE will also support Field Engineers who need to update cases, create invoices (feedback) specifying time and materials used to resolve customer issues. Update and maintain the database of service equipment (install base) for India region.

Position Responsibilities:

Represents the interface with the Service Department and Service Parts Department
• Acts as one contact to the Customers/stake holders/country and functional representatives, communicating all relevant information and ensuring customer satisfaction.
• Having the role of Dispatcher, he/she receives service requests from customers and field engineers via phone or e-mail 
• Records all data provided by the customer in the systems, in order to make sure that the signaled issue will be solved; takes all and any relevant pieces of information in order to help solving the case, making sure the field engineers who are going to contact / visit the customer will be informed correctly and  as rapidly as possible 
• Places spare part orders for customers/field engineers
• Upon request from field engineers/ stake holders/country and functional representatives (received via phone, or electronic mail) the dispatcher offers data about equipment (location, historic), spare parts, customers, contact people 
• Performs required formalities in order to register newly installed equipment in the system
• Closely coordinates with the service/sales team and customer for installation site readiness
• Updates and maintains the Install base (equipment details) in the CRM systems
• Acts as a single point of contact for installation data of service equipment for India region.
• Issues, gets approved and sends to the requesting parties (customers or field engineers) quotes for acquisition of spare parts and service calls, based on data existing in the systems and on requirements specific to his / her area of responsibility
•    Shift Timing - Monday to Friday 8.5 hours shift between 6:30 and 20:30 India time. Flexibility to shift schedules. Rotational Weekend Support

Required Skills & Education:

• Graduated from University 
• Minimum 2-3 years of previous work experience. 
• Previous work experience in customer relationships, supply chain and logistics departments preferred
• Exposure to SAP
• Computer skills, MS Office package required.
• Written communication

Desired Skills:

• Precision and accuracy in style
• Self confidence and independence in taking decisions
• Punctuality 

Work Environment:

Physical Requirements: