An exciting opportunity has arisen to join the service team as a Technical Services Coordinator on a fixed term contract for 18 months to cover maternity leave!
The purpose of this role is to provide support to Sysmex Primary Managed Service Contracts as well as our core customers, you will provide seamless service to the customers who contact through the Customer Support Centre. This will also include managing and accurately recording instrument faults in the MS Dynamics CRM and deliver on set customer response KPI targets. You will also need to monitor and ensure that the Key Performance Indicators (KPIs) are met from our service suppliers and complete any escalation activities as required to ensure that all customer support is delivered to our customer contractual obligations. You will also be scheduling engineers, ordering parts and ensuring that the engineer team have all the required information to support the customer.
YOUR RESPONSIBILITIES
* Respond to inbound customer calls via the dedicated customer service hotline
* Manage and resolve mailbox enquiries
* Log faults accurately in MS Dynamics Service Platform for both Sysmex and partner supplier equipment
* Coordinate and schedule technical faults, maintenance and shipping of parts for engineer visits
* Gather and update case data in MS dynamics CRM for partner supplier equipment
* Create and deliver performance reports for account managers
* Engage and deliver customer service excellence through the service cycle
All other responsibilities are available in the full job description, please contact HR if you would like to review the full role requirements.
Essential requirements for this role
* Comprehensive skills in microsoft dynamics and microsoft office suite
* minimum 2 years experience of working in a customer service environment working towards KPI targets
* KPI report writing experience for customer accounts
* Experience in dealing with escalations to different stakeholders
The successful applicant will be based in Milton Keynes or surrounding areas.
WE OFFER
This role is eligible for our extensive company benefit package.
We can only accept direct applications from candidates if they have a valid right to work in the UK.
Technical Services Coordinator – FTC 18 Months
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