Executive Customer Service

5 days ago

Mumbai Maharashtra, India Carestream Health Full time

**Date**:Apr 15, 2025

**Location**: Mumbai, IN

**Company**:Carestream Health

**Position Summary**:
Customer Care Dispatch (CCD) Analyst has a fundamental role in providing support to customers within the defined time window. Responsibilities include creating service calls, directing inquiries to specialized support groups or field engineers, and facilitating immediate solutions for Digital or Analog equipment issues as well as consumables. The CCE will also support Field Engineers who need to update cases, create invoices (feedback) specifying time and materials used to resolve customer issues. Update and maintain the database of service equipment (install base). As Service Contracts Administrator (SCA) this role will also support Contracts and billing for the respective regions assigned. These are high impact, revenue generating activities, directly impacting revenue realization for the region supported.

**Position Responsibilities**:

- Understand and interpret customer needs, identifying problems, and determining the best course of action to resolve issues within department guidelines.
- Input customer account or equipment data into our system (C4C).
- Create, document, assign, and follow up on service reports for internal and external customers.
- Strive continuously to improve the delivery of our services/products to provide satisfaction to both internal and external customers.
- Efficiently manage multiple activities or tasks.
- Respond to inquiries about the status of service calls, accounts, or spare parts.
- Assist the logistics and WH team to "Dispatch" service parts.
- Administer coverage for equipment Direct and indirect customers.
- Handle contract creation, invoice/renewal, cancellation, and modification in SAP/C4C.
- Process account changes in C4C as requested by the Service Team.
- Create credit notes upon request and maintain records.
- coordinates with the service/sales team and customers for installation site readiness (India).
- Update and maintain the Install base (equipment details) in the CRM systems.
- Create quotes for acquisition of spare parts and service calls based on existing data in the system.

**Required Skills & Education**:

- Understand and interpret customer needs, identifying problems, and determining the best course of action to resolve issues within department guidelines.
- Input customer account or equipment data into our system (C4C).
- Create, document, assign, and follow up on service reports for internal and external customers.
- Strive continuously to improve the delivery of our services/products to provide satisfaction to both internal and external customers.
- Efficiently manage multiple activities or tasks.
- Respond to inquiries about the status of service calls, accounts, or spare parts.
- Assist the logistics and WH team to "Dispatch" service parts.
- Administer coverage for equipment Direct and indirect customers.
- Handle contract creation, invoice/renewal, cancellation, and modification in SAP/C4C.
- Process account changes in C4C as requested by the Service Team.
- Create credit notes upon request and maintain records.
- coordinates with the service/sales team and customers for installation site readiness (India).
- Update and maintain the Install base (equipment details) in the CRM systems.
- Create quotes for acquisition of spare parts and service calls based on existing data in the system.

**Desired Skills**:
**Work Environment**:
**Physical Requirements**:

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