CRM Technical Support Specialist
Nitelikler, İş Tanımı :
We are looking for a "CRM Technical Support Specialist " with the following qualifications for our global and multinational client operating in biotechnology industry, one of the world`s leading companies.
2-4 years of experience in a CRM and/or analytical role
Bachelor`s Degree in an analytical field (math, economics, engineering, statistics, etc)
Excellent problem-solving and analytical skills
Ability to work with large datasets and summarize findings in a clear format
Combine creative and pragmatic use of insight and data with attention to detail
Strong mathematical skills to analyze reports
Proven experience successfully managing multiple projects in a fast-paced environment
Proficiency in Microsoft Office software products, including PowerPoint, Excel, Word and ability to quickly learn industry related windows software
Salesforce, Servicemax or other CRM system management experience required
Experience troubleshooting both hardware and software issues
A team player who believes in the agile working model, is open to new ideas, has a sense of customer focus, has the ability to express him/herself
Fluency in English (both written and spoken
Remote working opportunity
Monitor and manage email address and forward incoming complaint and inquiry to related department
Provide necessary technical documentation that customers requests
To maintain received installed base information in SAP system and create or follow-up creation of necessary cases in CRM system.
Inform sales department to take action about installed or de-installed systems’ service contract statuses
Plan and follow-up preventive maintenance plans of Roche owned instruments. Ensure PM cases are opened in time for equipments.
Monitor data quality of reported service activities in CRM system and send to ERP system (SAP)
Monitor Global Service and Instrument Quality (SIQ) parameters for Turkey and ensure actions are taken to get the data quality targets are met
Open mandatory modifications cases that are requested by technical product specialists and send to related field representatives
Follow updates of CRM system and plan trainings or updating demonstrations to the field representatives
Maintain data consistency of remote service platform and administrate instrument registrations in these platforms
Keep collaboration with RCSC to monitor case quality and ensure necessary actions are taken
Monitor and maintain interfaces between CRM and ERP systems in order to solve part request and service report problems
Monitor distributor created cases and ensure data quality is achieved
Cooperate with Global SPM (spare part management) team and maintain minimum stock levels of local spare part warehouse.
Ensure weekly spare part orders are given to DCS inorder to replenish stock levels by MRP results (open sales orders, open engineer part requests, minimum stock levels etc)
Provide necessary reports to help field service representatives to maintain up to date installed base and high level connectivity ratio (mandatory modifications, online instruments etc)
Dispatch cases and/or work orders to related field service representatives
As a member of regional CRM subject matter expert team, represent Turkey in meetings and contribute to implementing new features and releases
Prepare CRM reports to help auditing distributors
Manage quality and consistency of data, train users, generate reports and input data to support organization initiatives
Update and maintain contact records within the CRM system
Provide timely insights and analytical support to different internal business stakeholders (including sales, marketing and other departments) to support effective business decision-making
Manpower, Türkiye İş Kurumu’ndan 18.8.2016 tarihli ve 6 no’lu Özel İstihdam Bürosu izin belgesi ve 3.6.2017 tarihli Geçici İş İlişkisi Yetki Belgesi sahibidir. İş arayanlardan hiçbir ad altında menfaat temin edilmez ve ücret alınmaz.