Service Support, Team Lead

---

Job details

Company overview

Our client is a leading partner in the biopharmaceutical industry.

Responsibilities

• Ensuring the clear communication between Services teams 
• Attend to service phone calls and support email and providing professional and appropriate responses to the inquirer.
• Register service requests received from both internal and external customers and follow up on open service requests until closure.
• Assign service request to service engineer and communicate request details.
• Schedule service engineer for onsite work and communicate with customer on the schedule.
• Coordinate the delivery of spare parts and tools availability with job schedules.
• Coordinate the installation schedules with instrument delivery information from CS team.
• Coordinate with Sales team for information of user requirements and scope of installations / qualifications offered to customer.
• Communicate with customer on prerequisites prior to service engineer’s visit.
• Create service related quotation as assigned product and engineers. 
• Process service orders and invoicing.
• Facilitate the shipment of tools, customer’s instrument, documents and spare parts domestically and out of Japan.
• Ensure service tools are calibrated on time and arrange for calibration when they are due.
• Maintain database of records of service requests, service reports, service contracts and installed base.
• Any other duties involved within the role and/or the tasks as assigned from time to time.

For Team Leader title:

• Manage all the back office commercial operations related to service business.
• Process monitoring and improvement
• Communication with CS team
• Communication with Field Service Manager
• Talent development Planning
• Build up backup structure (working share)
• Ensure effective communication between Sales team , Apllication, Customer Services and Finance team 
• Handling escalations from team members

Requirements

• Bachelor in any stream with 2+ Experiences
• Customer service orientated
• Able to multi-task and possess problem solving skills
• Good team player with good work attitude and proactive
• Good communication and interpersonal skills
• Require both written and verbal communication skills in Japanese and English.
• Good MS Office skills, Word, Excel, PowerPoint and productivity software

Salary

6 - 7.7 million yen

Location

Tokyo