CUSTOMERCARE SERVICE CLERK SE&AFRICA

SMITHS DETECTION MAKING THE WORLD A SAFER PLACE

Every minute of every day, in nearly every country across the globe, Smiths Detection people and technology make the world a safer place. We safeguard people, business and infrastructure with the latest innovations and screening technology for aviation, ports, borders, defense, and security across 55 countries around the globe.

Life At Smiths –

• Global leader: We impact critical systems every day with sites in 17 countries and six centers of research excellence. From pioneering to powering life-changing innovation, we’re delivering threat detection and screening solutions to safeguard the world from threat.
• Digital growth: A key part of our capability is the integration of digital technology across our business and our operations in more than 55 countries, will be critical to our continued success.
• Exciting opportunities: Our growth is creating exciting opportunities to work with experts in physics, chemistry, electronics, mechanics, production, computer science, and AIML.
• International environment: With some projects, work requires global collaboration and the potential to travel and grow with the business.

Job Description: The primary responsibility of this role is to oversee the internal management of Customer Requests and ensure their timely resolution. This involves coordinating with various teams to dispatch tasks efficiently and following up until completion. Additionally, the role entails providing support to the Field Service team Supervisors and Regional Sales Managers (RSMs) in managing both regular and special service activities. This includes assisting in daily SAP and SVMX management, contract administration, and ensuring smooth logistics operations. Furthermore, the position involves collaborating with the Service Director, RSMs, and Service Financial team for reporting and financial analysis of service contracts. Managing the Call Center Service Partner and liaising with internal stakeholders such as GSec and OTI teams to ensure compliance with SAP and SVMX processes is also part of the job scope. Lastly, the role requires overseeing supply chain activities to expedite parts delivery prior to service interventions and managing the ERP systems (SAP & SVMX).

Duties and Responsibilities (Includes but not limited to):

• Manages and monitors customer requests and provides the necessary documentation dispatch it to the relevant internal stakeholders or promote and coordinate the actions.
• Provides support, documentation and information to customers and Partners.
• Route the correct contact persons in the event of a complaint and for problems relating to the use of the product.
• Support Planning of FSEs in SWE&Africa.
• Support RSM in Providing purchase requisition for Service Partner and other external services.
• Support and manage the SVMX order for spare parts and services c/o parent company or external suppliers upon request of RSM, Team Lead, SD.
• Monitor open CM WO and PM WO for the delivery of spare parts and Technician dispatching.
• Reporting for open service activities.
• Supports team leads and RSMs.
• Manages the SVMX portal.
• Manages and updates the Call Center portal.
• Provides SD with support for the correct management and compliance of the assistance and maintenance service contracts and the related preparation of the contractual documentation.
• Manages contacts and relationships with customers and suppliers as regards the legal and administrative aspects.
• Manages relationships with consultants and partners and data processing concerning them.
• Deals with External Call Center monitoring and Analyzing KPI.
• Provides support for the qualification and evaluation of the suppliers within its competence.
• Monitors the planning and manages the organization, coordinating with the functional managers, of the Service activities in field ensuring right level of coordination with Logistic and Supply chain.
• Support in the Communication in the Service Community.
• Check the correct entry and updating of customer and supplier databases in the SAP and SVMX.
• Support the Service management Function in daily activities and monthly reporting.
• Ensure the Follow up and daily check of Parts delivery in field with supply chain.

The Individual:

• Minimum standard Degree in Engineer (Management, Electronics, Automation) or Equivalent.
• Contract management.
• Computer literacy, competency in use of all programs within MS Office Suite, SAP, Sales Force or SVMX preferable and aptitude for learning specialised ERP and management software.
• Logistics on wide areas Import/Export Clearance and taxes basic skills.
• Language skills in English and French is required. Language skills in Spanish or Italian or any other language would be an advantage.
• Demonstrable experience of working effectively in a service in field operations environment.
• Solid communications skills both verbal and written and a strong orientation for customer focus and teamwork.
• Exceptional coordination skills.
• Significant knowledge and understanding of people and the ability to coordinate actions, follow up on activities and prioritize critical issues.
• Inclusive work ethic.
• KPI management orientation.
• A strong customer orientation is necessary with in field Service attitude.
• Strong team spirits, promoting teamwork.
• Strong organisational skills and self-discipline to work independently with limited supervision.
• Ability to work across functions and in a customer-oriented environment.
• Ability to manage 3rd Parties performances (Call Center).
• Ability and motivation to pursue and achieve effective results in a persistent and forward-looking manner (Result orientation).
• Ability to effectively support and monitor the performance of a Service Organization (Performance orientation).
• Ability to make effective and timely decisions in a complex environment by analysing critical information (Decision Making).
• Ability to engage, challenge and work effectively with others (Collaboration & Influence).
• Ability to build an effective network of internal and external relationships, understanding our customers' needs (Stakeholder Impact).
• Ability to identify and support change and continuous improvement in own environment and beyond (Leads change).

Diversity & Inclusion:

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Detection, Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (www.smithsdetection.com/careers) or LinkedIn.