Service Support Specialist

at  SCIEX

For over 50 years, SCIEX has been developing groundbreaking technologies and solutions in mass spectrometry and capillary electrophoresis. Our products enable our customers to quickly respond to environmental hazards, better understand biomarkers relevant to disease, improve patient care in the clinic, bring relevant drugs to market faster and keep food healthier and safer. At SCIEX, you’ll find a rewarding role that amplifies your impact on the world and helps you realize life’s potential.
SCIEX is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.
Learn about the Danaher Business System which makes everything possible.
The Service Support Specialist is responsible for day to day service operation working with internal & external customers to meet customer satisfaction. This incumbent will Interact with customers over the phone or via email to identify needs and determine appropriate action or escalate for further review. Will render support in providing of quotes, process sales order and respond to customer service needs, including shipment, billing and warranty issues, and basic product inquiries. May provide in-house training on non-technical customer support.
This position is part of the Service Organization and will be based in Melbourne under Hybrid with 3 days a week onsite.

THE ESSENTIAL REQUIREMENTS OF THE JOB INCLUDE:

• Minimum Diploma certification or equivalent.
• 2 to 3 years of experience in Customer Service.Previous experience working cross-culturally with regional team members.
• Demonstrated experience using ERP systems (Oracle ERP, Salesforce Field Service Lightning, & Microsoft Office).
• Positive attitude and strong teamwork skills, with ability to work on multiple tasks as part of ongoing projects with independence and efficiency.
  SCIEX, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.
  At SCIEX we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for SCIEX can provide.
  At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
  At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

• Quote to Cash for Australia & New Zealand
• Ensure the success of field staff and delivery of customer satisfaction by scheduling and coordinating instrument installations and training.
• Do part ordering for engineers and work with buyers & logistics on the delivery
• Monitor and distribute planned maintenance calls and others service calls amongst engineers.
• Liaise with cross-functional to rectify issues encountered and process improvements
• Maintain customer database systems. Input data & maintenance of our various business systems (e.g. Oracle R12/Salesforce Field Service Lightning).
• Handle call center activities from answering to case assignment
• Support Stock take and involve in Audit. Handle parts return to Asian Distribution Center on a timely manner.
• Support and back up team members as and when needed.
• Be a Subject matter expert for Service Admin process and systems from the active involvement in improvement projects.