Analyst - Labwater Solutions (Customer Enablement)

Merck; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Merck in Bengaluru seeks a proactive Customer Service Associate to handle on-site technical calls, troubleshoot Lab Water Solution product issues, and coordinate with Field Service Engineers for timely billing and contract renewals. You will work to maintain SLA commitments while advancing billable opportunities and supporting post-sales activities.

The role favors 1-2 years in customer service, strong communication, and familiarity with AI tools and collaboration software.

Qualifications

• 1-2 years in customer service.
• Strong communication skills.
• Ability to meet SLA timelines.
• Experience with BCP processes.
• AI tool proficiency.
• Familiarity with Microsoft Teams.
• German or French is a plus.

Responsibilities

• Attend to technical calls inbound from customers on breakdown of system on site.
• Troubleshoot system issues with maintenance knowledge for Lab Water Solution products.
• Inform in-house for urgent clinical support on critical scenarios.
• Coordinate Work Orders with Field Service Engineers before billing.
• Push billable repair quotes for scheduled repairs.
• Chase billable work orders for payment.
• Renew service contracts for periodic maintenance.
• Manage workflow of transactional activity.

Skills

Customer service

Communication

SLA compliance

AI tools proficiency

Remote collaboration

Tools

Microsoft Teams

Cloud document sharing

Job description

Job Summary

Attend to Technical Calls inbound from customers on breakdown of system on site. Troubleshooting system issues/error/alert & alarm with sound understanding for maintenance of system/IP with logical and technical skills relevant to Lab Water Solution Product portfolio and significant water filtration knowledge. Inform inhouse for urgent clinical customer support in-site where priority dwells on critical scenario (as hospitals and GSA). Handle Work Order processed by Partners in Field (Field Service Engineers) on relevant fields necessary before closing the WO as valid for billing and unbilled covered task carried out in site. Push Billable Repair Quotes for scheduled Repair on system as they possess potential of an order. Chase Billable Work Order for payment to close before billing cycle. Renewal follow-up of Service contract as they provide ease of repair when maintained periodically by inhouse wrt subscriptions. With the above scope of responsibility, managing workflow of transactional activity.

Responsibilities

• Attend to technical calls inbound from customers on breakdown of system on site.
• Troubleshoot system issues/error/alert & alarm with sound understanding for maintenance of system/IP with logical and technical skills relevant to Lab Water Solution Product portfolio and significant water filtration knowledge.
• Inform in-house for urgent clinical customer support in-site where priority dwells on critical scenario (as hospitals and GSA).
• Handle Work Order processed by Partners in Field (Field Service Engineers) on relevant fields necessary before closing the WO as valid for billing and unbilled covered task carried out in site.
• Push Billable Repair Quotes for scheduled Repair on system as they possess potential of an order.
• Chase Billable Work Order for payment to close before billing cycle.
• Renewal follow-up of Service contract as they provide ease of repair when maintained periodically by inhouse wrt subscriptions.
• With the above scope of responsibility, managing workflow of transactional activity.

Requirements

• 1-2 Years of experience in Customer Service.
• Creating effective communication on process during BCP and internal resource availability.
• Completing task within SLA agreed timeline and quality metrics and service objectives.
• Creating critical review on non GXP activities.
• Implementing changes aligned to change management and strategic requirements.
• AI Tool Proficiency: Knowing how to use generative AI tools (like ChatGPT or Claude) to draft, brainstorm, and research efficiently.
• Digital Collaboration: Comfort with remote work tools like Microsoft Teams, and cloud document sharing.
• Presentation Skills: Confident speaking and slide design for sharing ideas with a team.
• Continuous Learning: Curiosity and the drive to pick up new software or processes quickly.
• German or French Language is an added advantage.

Disclaimer

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.