Service Operations Analyst
CareStream
Genova, IT
9h fa

GENERAL SCOPE OF THE JOB

Offering Customers / stakeholder / country and functional representatives operational support and processing all transactions received from them.

Work closely with the Service dispatch team ( CCD) and be their back up when the activities requires support

SCA : Service contract management

Managing the relationship with customers / stake holders / country and functional representatives

Checking status for all contracts created

Invoice releasing

Addressing and solving all written / verbal requests and complaints received from customers / stake holders / country and functional representatives

Constant participation in process improvements

Manages the relationship with customers / stakeholders / country and functional representatives

Evaluates and monitors all contracts as required by the customer

Cancels contracts as per request based on provided procedures

Issues manual invoices and credit notes in SAP

Monitors and processes all transactions (IMOS, Scan, SAP, C4C) on a daily basis, runs reports and identifies solutions for all the issues occurred

Ensures that agreed service levels are met

Analyzes available operational data, identifies root cause of repetitive issues and drives corrective actions for the customers

Proactively monitors backlog of service contracts using different tools and reports and works to avoid escalations

Manages exceptions and special cases

Uses own judgment to escalate issues at the right time and to the correct owner

Ensures that Carestream policies, legal regulations and audit requirements are met and maintained

Customer Care Dispatch ( back up activities )

Represents the interface with the Service Department and Logistics Service Parts Department

Having the role of Dispatcher, he / she receives service requests from customers and field engineers via phone, e-mail or fax

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

Monitors constantly the status of open cases (Vantive / SCAN / Taigete); administers and coordinates the fastest possible solving of cases, considering contractual limits, contributing to the prioritization of interventions (site visits) in order to meet customer expectations

  • Performs and monitors communication with the customers; constantly improves his / her general communication aptitudes; as a contact point for the customer, communicates all relevant information in order to assure Customer satisfaction;
  • modifies customer requests any time it is necessary; cancels / updates service calls upon request from the customer

    Makes sure either in person or by involving colleagues or superiors (in case he / she doesn’t have the necessary means or knowledge) that all requests from

    Brings to the attention of superiors in the shortest possible time any situation in which he / she needs help or that has the potential to create customer dissatisfaction

    Places spare part orders for customers

    received via phone, fax or electronic mail) the dispatcher offers data about equipment (location, historic), spare parts, customers, contact people

  • Plans and keeps track of activities performed by field engineers;
  • Monitors and updates field engineers’ agenda; makes sure that all details related to their absence from work (vacations, training periods or medical leaves) and the correct contact method are adequately registered

    Places spare parts orders for field engineers, respecting indicated destination details

    In special situations, performs the formalities needed for closing cases, by registering all data from feedback sheets in the system

    Performs needed formalities in order to register newly installed equipment in the system

    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,

    Makes sure that all documents sent to and received from customers are archived in electronic format (e.g. service call requests, purchase orders, requests for spare parts / intervention, quotations)

    Constant involvement in the processes improvement, as well as to monitoring and improving the customers / stake holders / country and functional representatives perception on the Customer Care Dispatch team

    Ensures that

    Contributes in reaching the defined process measures and business fundamentals (e.g turn-around-times, inventory levels etc)

    Identify process issues as well as systems & applications issues and communicate back to site management and IT

    Applies the work instructions that were received / created, up to the moment when changes to these instructions are communicated by the line manager situation when the work instructions need to be first validated by the line manager

    Takes part to activities of collecting, archiving and evaluating data referring to customer perception on the Carestream Health team

    Taking part in project-based activities within the process.

    Quality / data entry accuracy

    Errors / escalations coming from TL or customers / stake holders / country and functional representatives

    Correctly updating and filling in of the tracking files within deadline

    All of the invoicing allocated, within deadline

    All contracts / warranty offers done / sent in established timelines

    All contract acceptances / PO’s received accepted within the agreed period

    On-time delivery on the tasks asssigned by the team leaders, including one-off projects

    Quality of communication with the customers / stake holders / country and functional representatives measured through their feedback, based on standard survey activities

    Complying with the breaks allocated and also work schedule in order not to affect the other performance indicators, and call metrics

    Transaction monitoring score as per the quality guidelines

    LEVEL OF STUDIES

    Graduated from University or student in terminal year, preferably in one of the following fields : economics, foreign languages, technical.

    REQUIRED PROFESSIONAL EXPERIENCE :

  • Professional qualifications in the fields of : communication, IT, international relations, order management, Supply chain, logistics.
  • Computer skills, MS Office package required.
  • Foreign languages skills :
  • Advanced Italian language skills, both written and spoken

    Advanced English language skills, both written and spoken

    COMPETENCIES :

  • Strong customer focus
  • Good attention to detail
  • Good telephone manner
  • Ability to multi-task and prioritize activities
  • Multi-lingual
  • Strong inter-personal skills and a good team player
  • Problem analysis and problem solving
  • Proactivity
  • Numerical competencies
  • Written communication
  • Planning capacity
  • ABILITIES :

  • Precision and accuracy in style
  • Synthesis capacity
  • Professional motivation
  • Self confidence and independence in taking decisions
  • Punctuality
  • REQUIRED WORK EXPERIENCE :

  • Minimum 2 years of previous work experience.
  • Previous work experience in customer relationships
  • Business Unit : Position Type

    Position Type

    Business Operations Center

    Minimum Education Level

    Minimum Years Related Experience

    Bachelors Degree

    Does this position have direct reports?

    Expected Extent of Travel

    None

    Company-Sponsored Relocation

    Company-Sponsored Immigration

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