At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.
The Field Service Operations Specialist is responsible for the administrative processes in the Technical Service team focusing on the customer-oriented processes by providing efficient support in response to customer needs in accordance with standard operational procedures to achieve financial, quality and customer satisfaction targets. Collaborating across departments to ensure optimal support for our technical service teams in Turkey and Europe while you are based in Istanbul. In this role, a typical day will include:
- Processing of customer service requests, internal service requests, and inquiries.
- Invoicing service orders in ERP, with a focus on billable orders.
- Facilitating direct customer parts requests, and act as an intermediary throughout the entire process, managing ordering and invoicing to ensure smooth transactions and customer satisfaction.
- Dispatch engineers on customers and internal demands including case and work-order creation and management.Handle onboarding of new/reprocessed equipment including creation of warranty entitlements and PM-plans. Including installation planning in coordination with involved stakeholders.
- Ensure robust data integrity within the CRM’s Installed Base data, maintaining seamless connections with other systems. Maintain vital documentation and consistently update data in alignment with standardized SOPs to foster a common approach within processes. Additionally, aid in the upkeep and revision of documentation essential for Field Service processes, ensuring accuracy and relevance.
- Facilitate the preparation of data required for setting up new service contracts and gathering necessary information for the renewal and extension of existing contracts. Oversee the management of expiring service contracts, including opportunity management, generating quotes, offering to customers, and handling contract documents, all while actively focusing on maintaining our high level of service standards.
- Coordination of Service contract configuration in close collaboration with the EFA team, overseeing the management of fixed assets and reconciliation processes. Ensure accuracy and completeness by keeping the Service contracts database meticulously updated and accurately identified with the appropriate type and details.
- Manage inventory cycle counts, conducting two counts per year, and take appropriate actions to rectify any deviations detected. Additionally, provide support to Field Service Engineers to ensure the proper maintenance of their trunks’ accuracy, thereby optimizing inventory management processes and ensuring accurate stock levels for efficient service delivery.
- Enforce globally approved processes regionally while also recommending and driving adaptation to local processes. However, maintain a standardized view of these processes to prevent deviations between countries.
WE ARE SEEKING:
- Local language and English fluently
- Excellent MS office skills. SAP and ServiceMax/SalesForce.com experience preferred.
- Possess strong analytical skills and the ability to manage complexity and interdependence between data in various systems. Demonstrated proficiency in maintaining a data-oriented perspective to accurately identify out-of-scope information and uphold quality standards.
- Problem-Solving, customer-focused, team player, quality mindset, results-oriented, self-motivation and organizational skills.
HOW YOU CAN THRIVE AT ALCON:
- Competitive salary
- Comprehensive benefits package
- Training and continuous development; Be part of a high performing leader in ophthalmology company with a lot of opportunities to further develop your professional career.
- International exposure
- Open, friendly and collaborative culture; Work in a challenging environment with an outstanding team that will support him to achieve goals and performance.
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