Service Support Specialist

Description

Position Summary

The Service Support Specialist position is responsible for managing administrative tasks and projects to support the Customer Service Organization. The position provides support for the following organizations- Field Service, Field Application Specialist, Technical Support Center, Commercial Excellence, and Customer Operations. The Service Support Specialist is essential to meet customer demand, improving the customer experience, and ensuring financial and regulatory compliance for the Customer Service Organization.

Primary Duties

1. Provides administrative support for Installations, Preventative Maintenance, Invoicing, Field Actions and Returns.

2. Performs customer calls to support Regulatory Compliance, Order Management, and Revenue.

3. Monitors and completes tasks assigned utilizing Salesforce and SAP.

4. Executes assigned projects, with guidance from technical experts (depending on level of experience), using business standards, practices, procedures, and project requirements.

5. Manages generation of administrative reports, leads projects, and develops documentation to support department objectives.

Education & Training

• High School Diploma, GED or equivalent

Experience

1. 1-2 years of applicable experience in customer service, telemarketing or direct customer prospecting and data entry

2. Experience maintaining positive stakeholder relationships and ensuring service compliance with KPIs

3. Experience working effectively with cross functional teams, customers, and stakeholders to achieve business goals.

4. Experience with multi-tasking and and processing administrative requests.

5. CRM Experience is required, ideally Salesforce and/or SAP

Knowledge, Skills & Abilities

1. Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.

2. Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.

3. Effectively deal with ambiguity requiring adaptability, critical thinking, and proactive communication to navigate situations with limited details

4. Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.

5. Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently

6. Informing others by sharing clear, timely information to ensure alignment.

7. Intermediate skills with MS Excel, Word, and PowerPoint

8. Communicates instructions clearly and effectively

9. Solution oriented in the face of conflict

10. Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives

11. Effective verbal communication skills

12. Build and maintain positive, productive interactions with colleagues

13. Reach mutually beneficial agreements through effective communication and compromise

14. Participate in a way that enhances team performance and cohesion.

15. Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.

Working Conditions and Physical Requirements

1. Ability to remain in stationary position, often standing, for prolonged periods.

2. Ability to ascend/descend stairs, ladders, ramps, and the like.

3. Ability to adjust or move objects up to 50 pounds in all directions.

4. Domestic Travel: 10%

5. International Travel: up to 5%

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at recruitment@biomerieux.com.

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at recruitment@biomerieux.com, or by dialing 711 for access to Telecommunications Relay Services (TRS).