Customer Service Specialist – Installed Base
In this role you will be responsible for
Providing operational support covering the Installed Base, Field Change Order and Contract
Management functions.
You are responsible for:
Create and/or support the automated creation of Installed Base records in the Installed Base
management system, based upon validated data from the BIUs or from other validated
sources, this can include Multivendor, 3rd Party Products & Non-medical products
Monitor automated processes via exception reports to ensure timely and complete creation
of Installed Base records
Maintain existing Installed Base records in accordance with validated change requests
Monitor the automated Installed Base maintenance processes via exception reports to
ensure that changes have been executed completely and accurately
Carry out a regular analysis of data accuracy including providing data for field audits and
absorbing the results of field audits back into the maintenance process
At all times, working within the requirements set out in the relevant work instructions,
process guidelines and in accordance with Quality and Regulatory policies and procedures
Accept, Validate, and Action where approved Installed product Change requests
Management of published Units/Customer Affected Lists required for implementing Field
Change Orders
When requested, supporting the Quality and Regulatory Manager with the administration of
Field Safety Notices/Customer Information Letters, including Customer responses
Customer Service Specialist - Billing
In this role you will be responsible for
Ensuring the smooth operation of the Service business, by ensuring accuracy and timeliness of
case/work order closure, invoices, and cost assignment to customer contracts where appropriate, as
well as recognizing revenue and billing, and working collaboratively with the wider organization to
ensure we provide exceptional service to our customers.
You are responsible for:
Work within the customer services organization
Check and process exception handling for customer cases/work orders to ensure completion
within SLA
Liaise with Customer Care Centre to meet the requirements of our customers
Work closely with the Contracts Team to ensure correct cost allocation
Route Overdue Cases/Work orders to the correct department for follow up
Resolve Incomplete Cases by correcting errors within the WO’s to ensure integration with
financial processes
Improve internal processes to speed up call closure, reduce defects and make successes
visible
Resolve invoice disputes alongside the Accounts Receivable team
Issue T&M and Contract invoices
Create credit notes and any necessary re-billing to ensure payment disputes are actioned
timely
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