The Position

Our Customer Service Specialist is responsible for the entire closed-loop process of “from lead to cash”, maintains a close relationship with Tescan’s customers and field service teams on the post-sales side, delivering premium services beyond technical support. Acting as a back-end support unit for the service department to handle the hotline, quoting, order processing, service coordinating, financial settlement &etc. This role necessitates high-frequency communication with various internal teams within the service department and across other departments to present optimal solutions and achieve the best operational results. While upholding the highest customer satisfaction within the designated territory, the Customer Service Specialist assumes the role of Inside Sales. They are tasked with maintaining and augmenting existing after-market business, proactively prospecting new clients, engaging closely with customers to understand their needs, and recommending appropriate service offerings. Ultimately, this role is instrumental in aiding the team to fulfill its service business objectives.

RESPONSIBILITIES AND DELIVERABLES: 

• Help the company and service department meet its service sales and customer retention goals.
• Proactively approach our existing customers and blank accounts, identify the opportunities to upsell or cross-sell by helping customers fully utilize our products, to achieve a Win-Win situation.
• Provide the proposal, quotes and lead times timely according to customer’s requests, with our service products incl. T&M, Consumables & Contracts &etc.
• Be responsible for order processing, coordination of fulfillment, billing and overdue payment collection, by utilizing the CRM/ERP systems or manually.
• Work with other functional teams incl. Technical Support and Field Service to resolve any post-sale issues, secure the high standard deliveries per customer order.
• Work actively as a part of the central handling process, to answer and record the customer calls, input and track the activities in the system, take the actions according to the customer’s request, report to upper managers if further actions are needed.
• To report accurately on revenue, regularly check in with customers, using data to ensure their systems are running well, conduct the customer satisfaction survey if needed.
• Collet the data of services, parts and so on, generate the operational reports for management’s reference. Monitor and track KPIs, and suggest improvements during business reviews to ensure the things are running smoothly in service dept.

QUALIFICATIONS

SKILLS & WORK TRAITS 

REQUIRED: 

• Proven work experience demonstrates the ability to work independently with complete ownership of customer accounts and handle the process of “from lead to cash”.

• Experience in service sales (i.e. maintenance contracts), be familiar with after-market service products,  with a strong track record of convincing customers and achieving company targets.
• Excellent written and verbal communication, interpersonal, and relationship building skills, with focus on negotiating and persuasion, to excel in a complex and rapidly evolving environment

• Solid experience with the popular CRM/ ERP systems and MS Office applications
• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment 
• Ability to effectively engage in high-level, self-directed time management and prioritization of workload , Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problem
• Proven ability to engage across corporate functions (Customer Success, Product Management, Sales, Finance etc.)

QUALIFICATIONS PREFERRED: 

• Strong preference for a minimum of three (3) years relationship management experience
• Strong preference for 1-3 years' experience of commercial/service support role within the scientific instrument or high precision equipment industry 
• Understanding the whole process of “from lead to cash” and owning the practical experience.

TECHNICAL COMPETENCIES

• Wiliness to learn Microscopy products, applications, and service offerings 
• Knowledge of bug and defect tracking  
• 5 years of related Customer Service and Success experience  

EDUCATION

• Bachelor’s Degree or equivalent work experience required.   
• CET-4 or above, Fluent in English both oral and written 

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• A dynamic and collaborative work environment.