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Customer Service Center Agent

GE HEALTHCARE -
Diegem

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Vacaturegegevens

Kwalificaties

Frans
Microsoft Excel
Klantenservice
Salesforce
Computervaardigheden
Klantenondersteuning
Managementervaring
Communicatieve vaardigheden
Nederlands

Volledige vacaturetekst

Job Description Summary

A proactive and detail-oriented individual to support our Service Center team. As a local support role, you will assist with operational tasks such as preventive maintenance (PM) scheduling, follow-up on Field Modification Instructions (FMI), and adjustments to Field Service Engineer (FSE) planning. You will be supporting Service Center with the follow-up of their KPI’s & you will act as the local escalation point for urgent escalations.

Job Description

Roles and Responsibilities

Operational Support:

Schedule and follow up on PM and FMI activities.
Contribute to the creation and updating of PM files
Assist with modifications to FSE planning.
Coordinate parts ordering for FSEs.
Handle daily customer calls and inquiries.
Ensure timely follow-up on service requests and planning.

Stakeholder Collaboration:

Act as a liaison between multiple stakeholders, including Regional Service Leaders (RSL), FSEs, Sales, and Service Management.
Maintain close collaboration with Service Management to ensure service excellence.

Customer Calls

Take incoming calls and log the problem in SMax, if required
Identifying our contractual commitments, accurate use of remote support.
Accurate use of the Escalation Process.

Field Engineer Calls

Take incoming calls from FE's related to dispatching;
Enter all comments and agree action plan.
Offer suggestions on possible solutions.

Assigning FE

Assign FE if they are listed in the System Preferred list
When Preferred FE not available use the training records and maps to find a suitable resource.

Parts Ordering

Order parts using the current parts ordering System;
Organize distribution if part in the region network;
Escalate if part in another location.

Area Administration

Fully understand and implement the CSO process as required.

Other

Dispatching FEs to RFS
Escalate issues as required.

Quality Specific Goals:

1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
2. Complete all planned Quality & Compliance training within the defined deadlines.
3. Identify and report any quality or compliance concerns and take immediate corrective action as required.

Required Qualifications

Computer Skills to include Word & Excel
Knowledge of parts ordering System
Ability to Work independently with minimum direction
Effective communication skills
Strong Interpersonal Skills
Fluent in Dutch and French.
Strong organizational and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Hands-on approach with a willingness to grow into a leadership role.
Experience in service operations or customer support is a plus.

Desired Characteristics

Fluency in English highly preferred
Prior experience in customer service
Experience interfacing with both internal team members and external customers as part
Knowledge of Salesforce is a plus

About Us

GE HealthCare is a leading global medical technology and digital solutions innovator with over 100 years of healthcare industry experience and around 50,000 employees globally. We enable clinicians to make faster, more informed decisions through intelligent devices, data analytics, applications and services, supported by our Edison intelligence platform. We operate at the center of an ecosystem working toward precision health - digitizing healthcare, helping drive productivity and improving outcomes for patients, providers, health systems and researchers around the world.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE HealthCare - Creating a world where healthcare has no limits

#LI-SV1
#LI-Onsite

Additional Information

Relocation Assistance Provided: No

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