SEA Service Support Administrator/Specialist

Main Responsibilities: Responsible for service contract management in new contract creation, contract renewal and contract termination. Proactively communicate with customers to understand their needs on various Leica service products: types of maintenance contract, upgrade, certified training, annual qualification, lab infrastructure consultation and others. For instance, propose suitable service contracts technically and commercially with excellent presentation and communication. Responsible for timely service billing. Responsbile for service warranty and service repair in processing of service order, coordination of shipment and arrangement of loaner if necessaary. Responsible for service call management and PM scheduling. Document backend service processes. Service support on service enquires, service quotation, service inventory management and invoices preparation. Drive annual review of service pricing Perform customer and service data analysis Champion for SAP and SFDC Key Deliverables To process all warranty claims and perform service billing timely To handle customer request and quote service quotation timely To prepare and submit monthly service performance and growth report To work with team, peers, stakeholders to drive customer satisfaction and operational targets Deployment of standard work (SW) and daily management (DM) To meet all service metrics: Revenue and orders Timely update of service opportunities in SFDC On-time (OTD) service contract renewal Utilization and productivity Total Time to Repair (TTR) and First Time Fix rate (FTF) Inventory ITO and management of warranty cost impact Customer Satisfaction (CES) Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com. At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes. Show more Show less