Customer Support Coordinator

Job description

Principle elements:

Customer Demonstration coordination:

Primary contact for account management team for customer demonstration requests
Working closely with the applicable applications engineer to understand, plan and organise demo requests, making adjustments according to priority, ensuring account manager and engineer are kept updated.
Escalating issues / scheduling concerns when applicable to the PASS Supervisor or Regional Service Manager – Applications.
Oversee customer demonstration feedback process and seeking to help drive opportunities for improvement.

Artefact & equipment Calibration

Monitor artefact due dates / historical calibrations to proactively generating quotations and inform customers of upcoming calibration
Responsible for the end to end systems process ensuring customer requests are handling promptly and completed tasks are invoiced. Liaising with customers to plan & schedule artefact calibration & associated logistics processes.

Business process support

Responsible for the administration and processing of weekly engineer internal cross charge hours within CRM, working closely to ensure accurate allocation and booking of hours within SAP CRM & ERP.
Work closely with order processing team to coordinate and support the planning of activities included within hardware & upgrade orders which require applications engineer support, for example for tasks including start up days, software installation, etc.
Support the order processing and coordination of retrofits and complex relocation projects, working closely with the aftermarket sales team.

Additional responsibilities

Provide cover for other aftermarket office functions during periods of absence and increased workload.
Adhoc support to other departments as and when required.

Your ZEISS Recruiting Team:

Carrie Holland, James Lawn, Madeleine Kelly, Melissa Prescott, Natarlee Lawrence, Suya Rolph

Refer code: 2593137. ZEISS Group - The previous day - 2024-01-23 11:37