Job Description:

Job purpose

Working closely with the other members of the service team, you will be responsible for ensuring our customers have the best ownership experience possible.

Key Tasks and Responsibilities

• As part of the administration team for Europe, take primary responsibility for designated tasks and provide support and cover for the whole team as required.
• Process all first line customer contact, via telephone, email or other, and generate job requests and relay the information regarding customer service requirements efficiently and effectively to the Field Service Team to ensure the highest level of customer satisfaction. Where applicable close and invoice the chargeable calls generated above.
• Generate manual quotations for non-contract Service visits and to follow up offers in a timely fashion. Where practical, offers should be converted to renewable contract options (to be localized).
• Set up all new Installations on the service system and generate the appropriate documentation for the service team.
• Generate and review all contract renewals and ensure the renewal is completed on time (to be localized).
• Ensure that the Service Management software systems are maintained with the correct customer information.
• Manage the service inbox and ensure that all queries are responded to in a timely manner(applicable SLAs).
• Carry out general administrative duties as required.
• Carry out any other ad hoc duties, as requested, in line with the requirements of the role, to support the Service department and wider business.

Key Competencies (includes Skills and Experience)

• Self-starter: Be pro-active and able to work with minimum supervision.
• Computer literate: Good working knowledge of Microsoft Office.
• Excellent Communicator: Be able to communicate effectively to varying audiences through both written and verbal means in the local language and English.
• Team player: Work well as a team player.
• Organizational Agility: Be well organized, able to navigate the organization as required to get the job done.
• Prioritisation: Be able to prioritize through the evaluation of open tasks and our customer needs.
• Customer oriented: Highly responsive to customer needs, adding value and enhancing the working relationship.
• Customer Records Management: Be able to effectively maintain a customer records management system
• School leaving qualification.
• Have served an office based apprenticeship.

Working conditions

• Normal office and factory environment, with limited physical discomfort due to temperature, noise, dust and the like.
• Requirement to travel to customer sites (within country) to understand customer context and how Instron adds value to the customer.