Service Support

The Services Support will work directly with customers and internal departments to meet the service needs for the product line. The goal is to take care of the accurate and timely transmission of information to all involved parties in order to ensure high service quality. Main Responsibilities & Tasks: A single contact point of service hotline to answer customers’ complaints and inquiries on service Facilitates service engineer’s working schedule. To assist in preparing tender documents for submission. Generate and provide to customer service quotation on installation, repair and spare parts, and service contract renewals. Proactively send reminders/call to customers for PM and service contract renewal. Track statuses of open service tasks regularly, conduct timely follow-ups and customer satisfaction survey. To respond quickly and efficiently to all in-coming Service inquiries by telephone or e-mail and register all service requests promptly. Update database for service-related information. To facilitate warranty claims and keep closely updated with parts and instrument delivery Generate service KPIs/quality/installation reports on a monthly basis or per ad. hoc request Perform other miscellaneous duties; filling and/or other special projects as required Develop and maintain good rapport with customers and working colleagues for smooth operation of the business. Assisting in implementation and supporting CRM Solution – SAP system & all other software supporting the team. Any other duties involved within the role and/or the tasks as assigned from time to time. Qualification & Skills: High school diploma required, academic degree in business or similar is preferred Minimum 2 years of work experience in a customer service role Strong written and oral communication along with ability to deal effectively with customers in a professional manner Strong ability to multi-task Experience with field service organizations and logistics management experience are preferred SAP experience preferred Good written and oral communication skills in both Mandarin and English Good team player with good work attitude and proactive Customer Service oriented About Sartorius Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We are looking forward to receiving your application. www.sartorius.com/careers