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Service Center Specialist

Function: Contact Center - Sales
Location: BRUSSEL / BRUXELLES
Introduction:

ManpowerGroup Solutions: pleased to meet you

Back in the past, the most important asset was capital. Today, however, in the ‘Human Age’, the most important asset is human talent. Talent is the only real driver of economic growth and development. Attracting, stimulating and developing this talent is the biggest challenge for any company seeking to set itself apart from the rest. It is a challenge that ManpowerGroup Solutions accepts with relish.

For our client GE we are looking for a Service Center Specialist

Organisation:

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Jobdescription:

Description:

This Service Center Specialist serves as the primary contact between the customer and GEHC Service Support. Service Center specialists are the face of GE Healthcare to our highly valued customers.
Key Responsibilities include:
Take incoming calls from customers and log the problem in the service database.
Corrective maintenance planning
Preventive maintenance and field modification planning
Identify our contractual commitments and ensure accurate use of remote support.
Ensure accurate use of Field Engineer's diary and the Escalation Process.
Take incoming calls from Field Engineers related to dispatching.
Enter all comments and agree on an action plan with remote support and field engineers
Offer suggestions on possible solutions.
Assign Field Engineers listed in the system preferred list.
When preferred FE is not available, use the training records and maps to find a suitable resource.
Accept change and ensure adherence of the other Service Center specialists to the agreed schedule, while maintaining a positive mindset within the team.
Support Service Center Initiatives to increase customer satisfaction

Quality Specific Goals:

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.
Complete all planned Quality & Compliance training within the defined deadlines.
Identify and report any and all customer and personal quality or compliance concerns immediately to the Quality Organization.
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Requirements:

Required Qualifications:

Associate degree or equivalent work experience.
Prior demonstrated experience working in a Customer service role.
Very good knowledge of Dutch, French and English

Preferred Qualifications:

Demonstrated understanding of the product area as it relates to the customer segment.
Demonstrated analytical thinking and problem solving ability.
Ability to think clearly and quickly and empathize in high-pressure clinical situations.
Tenacity and creativity in handling customer issues.

Offer:

Fulltime contract with ManpowerGroup Solutions
Competitive salary package with extra-legal advantages (meal vouchers, group- and hospitalization insurance, transportation fee, ...)