Rohde & Schwarz (China) Technology Co., Ltd.
Service Order Management Specialist - Columbia, MD
Rohde & Schwarz (China) Technology Co., Ltd., Columbia, Maryland, United States, 21046
Responsibilities
Receive, review, and process customer service orders for calibration, repair, and maintenance.
Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
Assign and route service orders to appropriate technicians and departments.
Provide timely updates to customers regarding the status of their service orders.
Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
Troubleshoot order-related issues and follow up with customers to keep them informed.
Ensure customer satisfaction through timely, accurate, and professional communication.
Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
Provide feedback to engineering and product teams regarding recurring service issues.
Assist in training new team members on service order management (SOM) processes and tools.
Foster a collaborative environment by supporting team initiatives and process improvements.
Identify issues, analyze information, and implement effective solutions to resolve order-related challenges.
Proactively address service bottlenecks and collaborate with relevant teams to find resolutions.
Adjust workflows and processes as needed to meet evolving business and customer needs.
Manage changing priorities and maintain efficiency in a dynamic, fast-paced environment.
Adapt to new processes, tools, and customer requirements to ensure operational excellence.
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Receive, review, and process customer service orders for calibration, repair, and maintenance.
Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
Assign and route service orders to appropriate technicians and departments.
Provide timely updates to customers regarding the status of their service orders.
Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
Troubleshoot order-related issues and follow up with customers to keep them informed.
Ensure customer satisfaction through timely, accurate, and professional communication.
Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
Provide feedback to engineering and product teams regarding recurring service issues.
Assist in training new team members on service order management (SOM) processes and tools.
Foster a collaborative environment by supporting team initiatives and process improvements.
Identify issues, analyze information, and implement effective solutions to resolve order-related challenges.
Proactively address service bottlenecks and collaborate with relevant teams to find resolutions.
Adjust workflows and processes as needed to meet evolving business and customer needs.
Manage changing priorities and maintain efficiency in a dynamic, fast-paced environment.
Adapt to new processes, tools, and customer requirements to ensure operational excellence.
#J-18808-Ljbffr