Local Technical Service Assistant

Job Description Summary

Part of the Local Technical Service Team, the primary goal of the Technical Service Assistant is to support all Field Service Engineers' activities effectively and efficiently. This involves adhering to KPIs set by the department, with relation to SLA compliance, Field Service Engineer utilization and Quality & Compliance requirements. The successful candidate will achieve this through effective management of customer expectations, providing best in class service to all BD Biosciences (BDB) customers.

Job Description

Primary Duties and Responsibilities

• Support all field service Work Orders in Service Max, for assigned team of Filed Service Engineers (FSEs) within SLA.
• Effectively support FSEs work to achieve field service utilization KPI.
• Monitor & consistently seek to improve the KPI targets.
• Communicating with and providing exceptional Customer Service to internal & external customers through all communication methods.
• Maintain data quality in Service Max system.
• Case and Work Order management, in line with KPI.
• General Administration.
• Providing support to colleagues as required across Field Team portfolio of responsibility.
• Complete spare part orders through 3rd party provider & BD.
• Work with 3rd party providers where required to complete service interventions on external equipment.

• Experience in problem solving & solution focus, particularly 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.
• Strong analytical and organizational skills.
• Well organized in planning as well as capable to integrate frequent changes
• Proficiency in using Microsoft Office applications and other systems such as LOTS/SAP, Service Max.
• Language skills in line with regional responsibility. Additional European language proficiency is desirable depending on location.
• Able to demonstrate adherence to processes & procedures.
• Ability to work both independently and within a team environment demonstrating collaborative, happy demeanor with a positive can-do attitude.
• Ability to influence without authority.
• Can use initiative and demonstrate good judgment in respect of the business, customer and team needs.
• Conducts all activities in line with 'The BD Way'.