Referent Repair Management/ Repair Coordinator

vor 5 Monaten

Ettlingen, Deutschland Bruker Vollzeit

Überblick:
**Who we are & what we do?**

We are one of the world’s leading analytical instrument companies for life science and diagnostic research. We offer molecular analysis tools and software to improve life through inspiring science.

Based on over 60 years of successful business, more than 8500 employees worldwide, a huge customer base and strong digital service innovation focus we have a seen tremendous growth in our services and aftermarket business allowing us to augment our business model from a high-performance technology provider to an End-2-End solution partner covering the entire customer value chain. This allows you to join us and enable Bruker BioSpin to further drive customer success and business growth in one of the key strategic business areas in the life science industry.

**Who are we looking for?**

You will be working with a variety of customers in academic, pharmaceutical, clinical and material science research and ensure that our customer make maximum use of their system that they invested in to explore the microscopic world of nano-structures, molecules and large bio-molecules such as proteins.

**What is in for you?**

Aufgaben/Verantwortlichkeiten:
If this role sounds like it's interesting to you, here's a little about what you'll be doing and what you can expect from a day in the life of a Referent Repair Management/ Repair Coordinator/ Repair Dispatcher in our organization. You will act as key stakeholder for Service Operations, Order Management and Operations (Logistics, Repair administration & Repair departments) to support customer service activities. You will contribute to maximum instrument uptime at our customers’ sites by ensuring fast repair times. In addition, by driving internal alignment between functions you can ensure high customer satisfaction. Continuous improvements are also part of your tasks.

Roles & Responsibilities:

- Lead End-to-end tracking of open customer repairs in the EMEA region; and in the future also globally if repaired in the factories
- Use standard SFDC / SAP reports to follow up on process deviations at various functions
- Solve process inefficiencies to ensure customer satisfaction
- Conduct regular repair status tracking with the European repair centers
- Take over customer repair communication for Europe
- Manage repair priorities within our organization
- A key mission is proactive internal stakeholder management across different functions like Service, Order Management, Front Office and Operations
- Manage projects/improvement activities in the environment of our End-to-End repair process
- Contribute to other service topics like spare part management, parts availability, loaner management
- You work directly together with the experts out of service, operations, commercial excellence, finance and global IT
- You will manage internal escalations to ensure customer satisfaction

Qualifikationen:

- Project management
- Service, Logistics and Repair experience
- Good knowledge in SAP
- Multiple years’ experience in stakeholder management
- Solid understanding of end-2-end processes and process harmonization
- Understanding of digitization solutions / affinity for IT and its systems for automation and digitization solutions
- Experience in escalation management is a plus

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