Provide internal and external customer with excellent technical support Via telephone, e-mail, remote control, to support our product for technical and application issues.Liaise with instrument service, customer service and sales. Log each customer contact/interaction in the Service Max database.
Raise cases , if it necessary raise work order for the field service engineers and ensure all information are accurate and completed as per Standard Operating Procedure (when SMAX is available)
sends required paper documentation to the customers,
decide and manage the exchange of products concerned by quality issues;
Practical trouble shooting over the phone, using workshop/office lab facilities if necessary
Responds accordingly based on the SLA; delivering client's promise to the customer
help users to work with our products,
help to resolve all the issues with systems, software; escalating when necessary
raise cases , escalations, ICCR in Service Cloud
Active communication with the sales :-
for new business opportunities
inform sales reps if any commercial risk will appear
decide to block the product if any huge and risky problem will arise, analyse the claim and provide a report to the specific department (eg. second level for some divisions)
Instrument Service :-
Keep customer database up to date (Service Cloud)
Accurately diagnose issue through phone / BRiCare and include details in workorder raised
Communicate /Follow up with customer for instrument repair status.
Follow up with customer for satisfaction survey after breakdown call is completed.
Raise cases and inform service about upcoming work orders/ Preventive Maintenance
Established in the year 1993, New Era has been in the business of understanding talent needs... of different organizations and providing solutions for it. New Era hires consultants with specialization in different domains to provide procurement solutions across all the domains. We have been very fortunate to serve some of the top names of both the IT and the non IT Industry. We provide end to end staffing solutions and help candidates to be placed across Asia, USA and Europe.
New Era also provides Training and Development solutions to our clients which help enriching the performance of their Human Capital. Our training and development initiative ‘TRUTH’ offers complete and measurable ‘Aptitude Development Solutions’ in areas like Leadership Development, Time Management, Corporate Communications, Presentation Skills, Consultative Selling Skills, Marketing Skills etc.
New Era values its Human Capital the most and is totally committed towards providing them with adequate training and development programmes at a regular basis. This helps their grooming and also equips them with the knowledge of the latest Industry practices. We at New Era always follow the 3‘i’s which we believe are the pillars of our success. Read full description