Customer Care Executive

3 weeks ago

Kurla Mumbai Maharashtra, India Leica Biosystems Full time

Leica Biosystems’ mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. We’re a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you’re helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.

Leica Biosystems is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

The “**Customer Care Executive”** for Leica Biosystems is responsible for Equipment contract management (AMC/CMC) and call center, the person will be responsible for order fulfillment for contracts, call logging, one time & service orders.

This position is part of the Supply Chain & Logistics located in Mumbai and will be onsite. At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.

You will be a part of the Operations India team and report to the Senior Manager - Customer Service and Logistics responsible for Order to Cash including after Sales Ops support, process improvement, revenue fulfillment, inventory management and logistics & warehousing management. If you thrive in a fast-paced environment to delight our customers in the market with this role and want to work to build a world-class Supply Chain Management organization.

**In this role, you will have the opportunity to**:

- You will be responsible for AMC/CMC Equipment Contract Management plays a crucial role in overseeing and coordinating the service activities related to Annual Maintenance Contracts (AMCs) and Comprehensive Maintenance Contracts (CMCs) for equipment.
- This role involves managing contract agreements, coordinating service schedules, and ensuring timely and efficient resolution of equipment-related issues.
- Work closely with customers, service technicians, and internal stakeholders to ensure high-quality service delivery and customer satisfaction.
- Manage the entire lifecycle of AMCs and CMCs, including contract quotation, Proforma Invoice, booking, Invoicing and renewal.
- Review contract terms and conditions, ensuring compliance with company policies and legal requirements.
- Maintain accurate records of contract details, including contract dates, terms, pricing, and customer information.
- Collaborate with sales and finance teams to ensure timely invoicing and payment processing for contract renewals.
- Act as the primary point of contact for customers' equipment-related issues and service inquiries and logging the case in SFDC
- Coordinate with service technicians to troubleshoot equipment problems, identify root causes, and develop appropriate solutions.
- Escalate complex or unresolved issues to the appropriate technical teams and track their resolution progress.
- Ensure prompt and satisfactory resolution of customer complaints, maintaining a high level of customer satisfaction.
- Track service performance metrics, such as response time, resolution time, and customer satisfaction ratings.
- Generate regular reports on contract compliance, service utilization, and customer feedback.
- Identify opportunities for service improvement and collaborate with cross-functional teams to implement corrective actions.

**The essential requirements of the job include**
- Bachelor's degree in a relevant field or equivalent work experience
- Proven experience in contract management, preferably in the medical equipment industries.
- Strong organizational and time management skills to handle multiple contracts and service requests simultaneously.
- Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
- Proficiency in using contract/spare management software and tools.
- Ability to analyze data, identify trends, and generate actionable insights.
- Detail-oriented with a focus on accuracy and documentation.
- Demonstrated ability to meet targets and drive results.

It would be a plus if you also possess previous experience in:

- MS Navision
- SFDC
- This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit. This job description may be changed at any time._

**Diversity & Inclusion**
- At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our

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