Customer Support Coordinator

3 days ago

Mumbai Maharashtra, India Beckman Coulter Diagnostics Full time

**Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.**

At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

Beckman Coulter Diagnostics 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 ‘Dispatch & Customer Support Coordinator’ for Beckman Coulter Diagnostics is responsible for ‘customer satisfaction related to service response as well as meeting company goals and objectives’.

This position is part of the ‘Service Department BCIPL-Dx’ located in ‘Mumbai’ H.O. and will be of ‘Hybrid persona’. ‘As a Service Division of an esteemed organization, our vision is to ensure that every instrument is to be maintained at its good workability by providing timely support to customers and field service associates’.

You will be a part of the ‘Despatch Coordination / Service Administration Team’ and report to the ‘Supervisor-Service Administration’. This position is responsible for Building a strong interface between Field Service and Technical Excellence Center (TEC) to facilitate faster resolution of issues regarding services provisions; Providing support to customers by way of efficiently handling customer inquiries, orders, quotations and service requests thereby leading to maintain high level of customer satisfaction; Monitoring ‘Install Base (IB)’ ensuring current updates, accurate and consistent with company requirements. If you thrive in a fast-paced, agile, multifaceted supporting role and want to work to build a world-class Service / Despatch Coordination in Service Organization—read on.

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

- Work closely with National Service Manager and Service Leadership Team.
- Monitor KPIs for service function, generating and analyzing relevant reports for the same, taking necessary measures at various phases of implementation - including facilitating DM calls for tracking progress and success of the processes.
- Manage and coordination of service contracts renewals and end-of warranties proposals with customers.
- Monitor and control Service Parts requirements for FSE’s and Direct Customer shipments. Manage parts order (normal, Mayday & HP) and Min-Max.
- Operate on and explore usage of advance technological tools as Service Max, Power BI.
- Participate actively in and work for process audits under ISO 9001:2015

**The essential requirements of the job include**:

- Technical or Administrative qualification - Minimum Graduation Level of any stream.
- Minimum 1 - 3 years experience in service call handling, customer coordination.
- Advance expertise on MS Excel, PPT.
- Understanding of Service & Maintenance Process flow and dispatch and ability to work in a team environment.
- Good command over English language; along with polished communication skill.

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

- Oracle / Service Max for call handling.
- Organization having ISO certification.
- Power BI.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

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.

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