Service Order Management

Rohde & Schwarz (China) Technology Co., Ltd.; Fleet; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Rohde & Schwarz (China) Technology Co., Ltd. is seeking a proactive Technical Services Coordinator to support customers needing calibration, service or repair of test equipment.

You will manage bookings, quotations, orders and invoicing in SAP and work daily with teams across Europe to ensure smooth service delivery. You will verify accuracy of service requests, be the primary contact for estimates and turnaround times, coordinate with technicians, provide updates to customers and help drive

Responsibilities

• Pro-actively supporting our customers who require their Test Equipment assets to be calibrated, serviced or repaired through our Technical Services Group.
• Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
• Receive, review, and process customer service orders for calibration, repair, and maintenance
• Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
• Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
• Provide timely updates to customers regarding the status of their service orders.
• Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
• Troubleshoot order-related issues and follow up with customers to keep them informed.
• Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
• Provide feedback to engineering and product teams regarding recurring service issues.
• Foster a collaborative environment by supporting team initiatives and process improvements.

Job description

• In this position you will be responsible for pro-actively supporting our customers who require their Test Equipment assets to be calibrated, serviced or repaired through our Technical Services Group.The SOM team handle telephone, internet and face-to-face interactions directly with potential, new and existing customers. Ensuring clear communication with customers throughout the service lifecycle. You will manage in SAP all customer booking requests and enquiries, quotations, order management and invoicing.You will also liaise with various departments within the organisation and have daily co-operation with their counterparts throughout Europe.
• Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
• Receive, review, and process customer service orders for calibration, repair, and maintenance
• Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
• Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
• Provide timely updates to customers regarding the status of their service orders.
• Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
• Troubleshoot order-related issues and follow up with customers to keep them informed.
• Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
• Provide feedback to engineering and product teams regarding recurring service issues.
• Foster a collaborative environment by supporting team initiatives and process improvements.