Technical Service Coordinator for Africa at Cepheid

MINIMUM JOB REQUIREMENTS:

• Qualification or relevant experience (2-5 years) in Logistics or Customer Service/Support role
• At least 2 to 3 years experience in ERP (SAP) & Customer Relations Management Software (Salesforce)
• 2+ years managing contractors/ASP’s/ASP SLA’s preferable
• Working knowledge of MS Office including Word, Excel, and Outlook in a Windows based environment

ESSENTIAL JOB RESPONSIBILITIES:

• Enter and manage service requests linked to instrumentation into the service management’s software (Salesforce) & ERP (SAP)
• Manage service requests from quotation to delivery and customer satisfaction
• Manage invoicing, issue of credit notes and return of goods
• Monitor and update the database of installed systems, notably with service or calibration reports
• Provide activation codes for calibration to customers
• Field Engineer dispatch and case dispatch for all ASP/Distributors
• Schedule service meetings with ASP/Distributors for case management
• Maintain boot stock of all related parts for the ASP/Distributor
• Achieve specific targets/metrics assigned from either a personal or team objective perspective
• Ensure good cross service’s communication & interaction
• Lead continuous improvement of processes
• Follow up of KPI’s for the department and for Access-Care
• Work order creation & stock assignment to FSE’s/ASP’s on SAP & customer relations management system

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time
• Knowledge and skills:
• International Procurement (Imports & Exports),
• Understanding of International Trade rules (incoterm, customs)
• Fluent in English & ability to communicate at all levels
• Understands and complies with rules, regulations, policies, and procedures
• Demonstrates initiative
• Ability to influence others positively in terms of ASP deliverables
• Good problem solving ability
• Ability to make discretionary decisions and obtaining approval from Line Manager where necessary
• Ability to establish and maintain effective working relationships with internal and external customers
• Ability to grasp new concepts easily, particularly with reference to new systems

OTHERS:
Good prioritization skills
Thorough and methodical
Follows procedures and understands impact of lack thereof
Comfortable with ERP use
Process & results driven

PREFERRED REQUIREMENTS (Advantageous):

• Operations Control, Industrial Engineering or Project Management
• Fluent in African languages
• Knowledge of technical support function