Job Details
Position Summary:
Reporting to the Team Lead of Service, this pivotal role is all about coordinating service orders and delivering exceptional customer service. Kistler seeks a dedicated, detail-oriented individual who excels in managing customer interactions, maintaining accurate records, and collaborating with various teams to swiftly resolve issues.
Key Responsibilities:
- Act as the primary point of contact for customer issues, including service status, and quotes.
- Conduct technical reviews of service leads.
- Create Cost Estimates in CRM (C4C) and ERP (SAP S4 Hana) for Calibration, Field Service, and Repair services, and verify application codes and sales IDs on quotes.
- Follow up on Service Cost Estimates and after order closure.
- Manage equipment check-ins received from customers.
- Proactively update customers on service status changes and process any order changes, realigning with Service Administration.
- Record new contacts, accounts, and emails in C4C, and maintain C4C accounts.
- Convert service contract quotes into contract orders upon receipt and verification of purchase orders and create repair orders.
- Verify prices and delivery times on quotes.
- Ensure accuracy in converting quotes to orders, including application codes, sales details, shipping and payment terms, delivery dates, total value, request dates, and confirmed dates.
- Support NCR (Non-Conformance Report) follow-ups with Sales Assistants.
- Coordinate timely issue resolution through effective communication with suppliers, carriers, and internal teams, and address emergency issues promptly ("Firefighter" role).
- Coordinate and communicate with group companies to monitor service order progress.
- Maintain accuracy in CRM (C4C) and ERP (SAP S4 Hana) system databases, ensuring alignment with order progress and status.
Qualifications:
- An associate or bachelor's degree in administration is preferred.
- Recognized experience in excellent customer service.
- Strong written and verbal communication skills.
- Excellent organizational skills, attention to detail and time-management abilities.
- Ability to work both independently and collaboratively within a team-oriented environment.
- Proficiency with C4C and SAP S4 Hana (Preferred) or other CRM / ERP solutions.
- Ability to identify and understand issues and use creativity and innovation to develop solutions.
- Strong work ethic and service-oriented mindset.
- Strong record-keeping and analytical skills.
- Flexibility to adapt to changing priorities and demands.
- Commitment to continuous improvement and learning.
About Kistler:
Kistler is the global leader in dynamic measurement technology for measuring pressure, force, torque, and acceleration. Our cutting-edge technologies form the foundation of Kistler's modular solutions, enabling customers in industry and science to optimize their products and processes, securing a sustainable competitive edge. As a pioneering Swiss company, we drive the evolution of automobile development, industrial automation, electrified drive technology, automated and connected driving, emission reduction, and smart factories with our unique sensor technology.
Why Kistler?
At Kistler, your expertise is valued and nurtured. We offer exciting career opportunities in a global environment, providing a generous benefits package including medical, dental, vision, life, and disability coverage, a 401k plan with a 4% company match, and generous personal and vacation time allowances. Join us and be part of a team that shapes the future of measurement technology. Kistler Instrument Corporation is an Equal Opportunity Employer.