Service Operations Lead Associate

2 weeks ago

Noida, Uttar Pradesh, India Genpact Full time

**Service Operations Lead Associate**

We are seeking a highly skilled Service Operations Lead Associate to join our team at Genpact. As a key member of our service operations team, you will be responsible for providing exceptional customer service and support to our clients. Your primary focus will be on delivering high-quality service and ensuring customer satisfaction.

**Key Responsibilities:**

  • Respond to customer inquiries via email, telephone, and system.
  • Deal with service requests, make service order entries in SAP/Service Max, handle engineer schedules, and dispatch engineers as needed.
  • Process orders in relevant customer service systems, including order entry, maintenance, updates, and status progress reviews.
  • Develop and deliver analytical reports and dashboards to support key stakeholders as needed.
  • Support systems-related administrative functions for ServiceMax and SAP, ensuring data accuracy as required.
  • Set up and manage users as part of new user onboarding.
  • Support the testing of new features, enhancements, and report on results as needed.
  • Coordinate with field teams to proactively avoid alerts and alarms, monitor, and resolve remote issues as they arise.
  • Ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA, and other relevant regulations.
  • Participate in audits as needed.
  • Administer field-calibrated tools as needed to ensure compliance.
  • Collaborate with vendors and internal personnel to achieve desired results.

**Requirements:**

  • Minimum bachelor's degree.
  • Experience in customer service, customer care, or customer support.
  • Strong stakeholder management skills.
  • Excellent communication and customer service skills.
  • Strong analytical and organizational skills.
  • Resilience and ability to work under pressure.
  • Fluency in spoken and written English is a must.
  • Very good knowledge of Microsoft Office for work purposes, especially Outlook, Excel.
  • ServiceMax knowledge is an advantage, as well as any kind of workflow or voice solution systems.

Why Genpact?

We are a global leader in digital transformation and process management. Our team is passionate about helping our clients achieve their goals and exceed their expectations. As a Service Operations Lead Associate, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and make a real impact on our clients' businesses.

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