Customer Service Representative
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New Castle, DE 19720
TA Instruments is seeking a Service Support Assistant responsible for shared services such as covering the Service Hotline, directing callers to the right department, entering Service orders, preparing Service quotes and Service Invoicing. Position may be dealing with Service Contract Sales and Renewals on a regular basis.
+ Shared responsibility for coverage of the Service Hotline. Assist and direct callers as needed to the correct area of Department. Calls can be for Contracts, Technical Support, Return Numbers, Repair Status, Quotes, etc.
+ Enter Stock Transport Orders (STO) in SAP for inventory transfers to Service personnel. Verify part number validity and stock availability. Communicate urgencies to Shipping Department. Confirm order acknowledgement with Field Service Representatives (SRs).
+ Prepare Service quotes for Service visits and Contracts, as needed. Contact and follow-up with customers on Service Contract renewals and instruments coming out of warranty.
+ Provide Return Authorization numbers (RA#) to customers and SRs for repairs and return of defective equipment/spares.
+ Share the process of Purchase Order verification and processing of Service Reports for invoicing and Materials movement. Review and correct Repair reports for proper data entry, verify Customer information, terms and Tax Exemption status.
+ Share the process of Service Agreements invoicing.
+ Prepare Miscellaneous Shipping Orders (MSO) and International Commercial Invoices for shipment of Customer repairs and miscellaneous items to the field.
+ Maintain SAP Instrument Database by processing Field and Internal reported changes.
+ Perform Specialized Administrative duties within area of assignment, such as periodic Field/Revenue reports, quarterly installation backlog reports for SAB104 and Service inventory reconciliation.
+ Perform Service inventory transactions as needed
+ Knowledge normally acquired through completion of an Associate’s degree from college or technical school; or equivalent combination of education and experience.
+ SAP experience, highly desireable (ERP specifically)
+ Customer Service – Responds promptly to customer needs; Superior phone etiquette.
+ Quality – Demonstrates accuracy and thoroughness; extremely conscious about attention to detail.
+ Teamwork – Contributes to building a positive team spirit; Supports everyone’s efforts to succeed.
+ Professionalism – Reacts well under pressure and high-volume workload situations. Treats others with respect and consideration regardless of their status or position.
+ Quantity – Completes work in timely manner; Strives to increase productivity.
+ Strong knowledge of Microsoft Suite of Products, primarily Excel.
As the world’s leading supplier of thermal analysis and rheology systems, TA Instruments is a fast growing and highly profitable division of an S&P 500 company, priding itself in innovation and an uncompromising commitment to customer support. Our continued growth relies on recruiting and developing individuals that can make a positive contribution to our business. For additional information about our high technology products sold to Global Fortune 500 companies and leading academic institutions and government laboratories around the world, visit our website at www.tainstruments.com.
Headquartered in Delaware, with manufacturing sites in the US and Europe, we are represented in all of the major markets around the world with sales offices in the USA, Canada, Japan, India, China, Taiwan, South Korea, Brazil, Mexico, Australia and across Europe.
TA Instruments is an Equal Opportunity Employer.
External Company Name: Waters Corporation
External Company URL: www.waters.com
Street: 159 Lukens Drive