As a member of a centralized team, the Senior Specialized Services Support Specialist offers support to the Technical Service division of Avantor ES (US). Technical Services are defined as additional services to support the products we sell including warranty, installation, preventive maintenance, calibration, validation, certification, asset management, and other duties. Responsibilities include quoting, supplier negotiations, resolving issues, handling inquiries, billing coordination, PO generation, complex bill processing, service vendor expediting and vendor maintenance. Additionally, this role is responsible for training and mentoring junior associates. Senior specialists are expected to monitor and evaluate current business practices and suggest changes/improvements, monitor KPI's as assigned and generate reports for use by management, manage third party service partner relationships in the assigned geography and grow service revenue in assigned accounts/geography in accordance with goals set by management.
MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)
Avantor ES (US) Technical Service Support:
Responsible for handling in-bound service queries for Technical Service requests.
Provide rapid response to customers and service providers.
Responsible for quoting to customers, obtaining pricing from suppliers, negotiating as required, and ensuring that the services are rendered as expected.
Responsible for Equipment and Instrumentation Support, processing of calls, service follow-ups & quoting
Quickly Resolve problems and complaints
Work in conjunction with the billing team to ensure that our customers are promptly and correctly invoiced.
Work in conjunction with the AP team to ensure that our Service Partners are promptly and correctly paid.
Work with Avantor field sales to promote technical services, identify business targets, and close quoted opportunities.
Maintain service records/files in Avantor systems.
Solicit previous customers for repeat business.
Follow up on completed services according to guidelines set by management.
Implement project support for RFP's or other bid opportunities.
If necessary, contact designated service vendors/subcontractors or field technicians to detail and specify service delivery conditions (price, service content and delivery time, etc.) and accordingly adjust quote and inform client
Ensure timely response or provide timely information/update on potential delays to client
Support problem resolution process with internal associates, clients and vendors
Receive service orders, initiate the service order process and control the service order process flow from start to end; hereby utilize and work in given system environment (SAP, Hermes, and other systems deemed necessary by company)
Follow up with vendors or technicians on timely service delivery; ensure communication to client in case of unexpected delays or deviations from ordered service, via phone, in person, or E-Mail.
Work closely with billing team to ensure clients are invoiced promptly and correctly
Handle warranty claim processes according to vendor agreements and partnering with Product Portfolio group.
Be Responsible for revenue generation within assigned geographical coverage area outside the normal quote request process.
At certain times, be assigned to different projects such as customer satisfaction follow up, sales team follow up, calling campaign etc.
Perform other duties as assigned by management.
QUALIFICATIONS (Education/Training, Experience and Certifications)
High school completion or equivalent (GED) to include 5+ years applicable experience or an Applied Associates Degree, emphasis in science or business preferred with AA Degree.
Bachelor's degree strongly preferred with emphasis in business, and or science.
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
Strong working Knowledge of MS Office; Access and SAP
Strong Financial skills, Inside Sales experience a plus
Strong Organizational and time management skills
Ability to multi-task and prioritize
Outstanding customer service skills
Ability and willingness to learn and understand scientific technical service and the regulatory environments where it is provided
Excellent communication skills
Must be customer focused
Knowledge of validation and calibration services is a plus, but not required
ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)
Typically works in an office with adequate lighting and ventilation and a normal range of temperature and noise level.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
A frequent volume of work and deadlines impose strain on routine basis.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
Avantor is proud to be an equal opportunity employer.
We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at TalentManagement@vwr.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.