Field Service Administrator

仕事内容

FIELD SERVICE ADMINISTRATOR

If you’re looking to join a company with a dynamic vision for the future, set your sights on a challenging career with Nikon Metrology. We develop a wide range of measurement systems for dimensional quality control deployed worldwide in automotive, aerospace, and other manufacturing industries. Nikon Metrology has 10 offices and production sites in 8 countries.

We are looking for an enthusiastic Field Service Administrator based in Leuven – Belgium.

What is your role ?

The position of the Field Service Administrator is required to support our customers, the Service and Repair team and to meet Customer satisfaction.

Key areas of responsibility

• Ensure service quality is deemed ‘best in class’
• Effectively planning of the service team including scheduled and unscheduled service visits and machine installations.
• Follow up visits with a satisfaction survey and handover pack
• Responding to incoming emails and calls to the Service desk and proactively dealing with customer and dealers requirements.
• Ensure all services are delivered on time and within budget
• Prepare and issue quotations for repairs, spare parts and maintenance contracts
• Keep customer/asset and maintenance contracts records updated
• Organise customer training
• Liaising with customers on a regular basis keeping them informed
• Liaising with Finance to resolve all invoices queries
• Liaising with Order Fulfilment and Logistics to support customer and engineer requirements
• Ensuring all service paperwork is accurate, in line with company standards, filed and transferred internally as required.
• Initiate Purchase ordering of parts for repairs with clear communication to engineers and customers to ensure delivery timescales and requirements are met. Review Service Report sheets to ensure all works are completed
• Keep the service stock level at a workable limit, organize the stock count
• Internal sales support to direct sales and dealers
• Build up a reliable customer relationship
• Be the person of contact for 3rd party service suppliers
• Be the back-up of the Service Manager during his absence
• Act like a project Manager:
• Follow up delivery of new machines from order until customer acceptance
• Follow-up of technical issues : higher level view on customer problems
• keep the customer satisfied in the complete solving process
• Other reasonable departmental duties (as required)

Ancillary responsibilities

The Field Service Administrator plans their own work and sets their priorities in the work to be done.

It is very important that they work cross departmental: checking for deliveries with OF team, checking for shipments of spares with the factory, checking with engineering to solve technical issues, follow up all cases with the production factories. They will take the lead to get this information needed to inform customers and arrange customers visits.

We expect the Field Service Administrator to bring in new ideas to make the work more efficient, and improved all the time. We expect a high level of problem solving

Qualifications

Essential

• Excellent knowledge of English
• Experience of business administration in a company with technical products
• Excellent IT skills for working with Windows, Word, excel and outlook

Desirable

• Knowledge of Navision and CRM skills
• Languages: German and French
• Engineering (electronics, electro-mechanics)
• Bachelor degree or similar

Competences

Functional competences

• Work fully independent
• Able to take the right decisions to make our customers satisfied and keep the work under control
• Technical background to understand basics of metrology and of our machines
• Efficient in working/ Multitasking
• Be a project manager for every challenge you get
• Stress resistant
• Driven to succeed

Core Competences

Be pro-active :

• Broad minded and well informed in order to act quickly and resolutely
• Escalate issue in time
• Give feedback to all people involved
• See improvements to be made and get them implemented
• Be a watchdog that no interventions pass without an order or contract

Seek new knowledge :

• Pioneer new potential through self-study and insatiable curiosity
• Learn all technical matters that get explained, so the technical level is constantly growing
• Test new delivered procedures and challenge them
• Pick up all technical trainings that can be followed, to expand the technical knowledge

Communicate well :

• Harmonise diverse skills by thinking out of the box and communicating effectively with other
• Get to the level of the person who you are communicating with
• Avoid long e-mail threats; pick up the phone and talk to each other
• Face-to-face communication is even more important
• Be persuasive, assertive, able to negotiate, to get the right results

Display integrity :

• Work with diligence and sincerity as a responsible individual
• Take ownership, responsibility of encountered issues
• Work at Nikon, like it is your own company to take care of
• Make the right decisions to improve the overall customer experience from Nikon

Embrace diversity :

• Welcome and value different talents, perspectives and diverse cultures
• Being able to work with all departments all over the company, in all countries
• Listen to all inputs of every person to get the job better done

Why Nikon Metrology?

At Nikon Metrology, our success is achieved by our employees. Clearly defined common goals, objectives, and priorities, create a foundation to work with pride and confidence. Our employees highly value the supportive and collaborative working environment and we share our passion for technology and innovation.

Interested ? Please send your CV and letter of motivation to Recruitment.Nm-be@nikon.com.