Service Operations for Service Department Team - Manager

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Service Operations for Service Department Team - Manager
Customer Care Team Manager will be responsible for providing administrative front and back-office support to the Technical Service Organization in the assigned geographical territory and ensuring complete customer satisfaction with end customers and internal business stakeholders
Responsibilities
Delivering exceptional level of service to our customers involving several key responsibilities that include:
. Manage the Team of 10-15 resources for Customer Care Service department and manage customer requirements for our client as required and work with internal resources to ensure a high level of customer satisfaction
. The team will be responsible for resolving the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requests
. Handle high priority and escalated requests for the team. Identify customer problems, and resolve customer issues
. Monitor team performance and perform quality check, train, coach, develop knowledge repositories that will help the team resolve inquiries and service request in an efficient manner
. Monitor work, perform quality checks and provide timely feedback on soft skills, service request handling and ability to resolve issues within agreed service levels
. Identify barriers to excellent performance and work to address these, either independently or with the support of other collaborators
. Act as a local link between local, internal stakeholders and other internal stakeholders
. Drive SLA adherence, conduct daily team huddles and support as first point of escalation. Should be responsible for participating in client governance calls and preparing data / presentations for the same
. Have an awareness/understanding of, and consistently seek to improve, the important metric targets
. Measure and improve efficiency and effectiveness of operational processes, build the sound agenda of the process improvements, and set standards for deployments at scale, infrastructure reliability, security
. Perform monthly operational reporting to leadership (KPIs)
. Responsible for associate hiring, onboarding and training, coaching through buddying and one-to-one support
. Carry out ongoing performance reviews and address excellent/poor performance as appropriate
. Execute efficient planning and dispatching of work orders, ensuring tasks prioritization by finding opportunities for combining open work orders to maximize efficiency of field service engineers based on specific criteria
. Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA and other relevant regulations
. Support business objectives deliver high level of service & performance
. Demonstrates and communicates to FSEs and internal production, procurement, and supply chain

Qualifications we seek in you!

Minimum Qualifications and Experience
. Min. bachelor university degree
. Experience in similar role
. Demonstrates a &lsquogrowth mindset in all activities
. Strong stakeholders management skills
. Strong analytical and organizational skills
. Demonstrates wider organizational awareness Resilience and ability to work under pressure
. Excellent communication skills (verbal & written) and great customer focus is essential
. Able to have a holistic approach, as well as accuracy in viewing details
. Well organized in planning as well as capable to integrate frequent changes
. Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired
. Well organized in planning as well as capable to integrate frequent changes
. Experience with Lean, Six Sigma and Digital Transformation
. Familiar with Medical Device Regulations (MDR), Compliance and reporting
. Experience with leveraging SAP, Genesys, ServiceMax and Salesforce CRM platforms is preferred
. Team handling Experience in customer services - Dispatch, scheduling, contracting, Spare parts, Business support for the lab / medical device business would be desired
. Understanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures
. Solution-oriented. Identifies and analyses problems to make logical, fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies
. Anticipates, identifies, and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback, follow-up, and strong relationships. Focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customer
. Understands the goals of the organization and achieves ambitious individual goals that are consistent with overall Company goals
. Very attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions

Languages
. Excellent English language skills

Shift Requirement
. Monday to Friday, 9:00 am to 6:00 pm (CET)

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.