Customer Service Representative - Siemens Healthineers Maadi

SIEMENS - Cairo

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Experience Needed:
More than 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

Responsibilities:

  • Receive customers calls ,Check SLA, contract condition, warranty, creditability information
  • Enter service incident into ERP (SPIRIDON) system
  • Receive and distribute ticket / notification number as required
  • Forward service incident to respective technical support (TSE) in time and w/o any delay
  • Escalate to Operation Manager when resource is not available
  • Enter service reports into ERP (SPIRIDON) system after receiving it from the field force.
  • Monitor the service report return from the field force.
  • Escalate to Operation Manager when report is not returned in defined time
  • Monitor customer satisfaction on every finished service on daily bases
  • Generate daily performance reports as defined
  • Support operational group (tech-support / dispatch / logistics) in administrational work
  • Receive requests from technical support and coordinate assigned dispatch requests
  • Identify Suitable Field Staff by optimizing: qualification, availability, location, overtime
  • Resolve resource conflicts by re-planning of activities within defined scope
  • Manage escalations in case of unavailability of field staff according to defined process
  • Coordinate Order and Delivery of spare parts as required by Service staff
  • Coordinate spare part delivery and synchronization with CSE - optimize planning
  • Monitor service delivery by field staff
  • Ensure Estimated Time of Arrival is met: re-plan changes and inform customer
  • Control field staff on site time: re-plan changes where necessary
  • Monitor spare part delivery status: re-plan changes where necessary
  • Inform customer about changes to plan
  • Scheduling of Planned Service
Job Requirements

What do I need to qualify for this job?

  • Customer focus, analytical thinking / optimization of cost and resources, independent and creative problem solving
  • SAP CS / Spiridon Knowledge
  • Bachelor degree
  • Strong communications skills
  • Fluency in English
  • MS Office knowledge

What else do I need to know?SAP

Siemens Healthineers is dedicated to quality, equality, and valuing diversity and we welcome applications that reflect the diversity of the communities within which we work. People with disabilities will be preferred in case of equal qualification.

About this Company

Siemens AG is a German conglomerate company headquartered in Berlin and Munich and the largest industrial manufacturing company in Europe with branch offices abroad. The principal divisions of the company are Industry, Energy, Healthcare, and Infrastructure & Cities, which represent the main activities of the company.

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