Analyst - Labwater Solutions (Customer Enablement)

Merck Group; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Merck Group seeks a customer-service oriented specialist to handle on-site technical calls, coordinate with field engineers, and drive billable activities. You will draft solutions using AI tools, and collaborate via Teams and cloud sharing to maintain service quality.

With 1-2 years in customer service and a readiness to learn, you’ll support urgent clinical needs on-site and help renew service contracts while maintaining strong SLA adherence. German or French language skills are a plus.

Qualifications

• 1-2 years of customer service experience.
• Ability to communicate processes during SLA and maintain quality metrics.
• Experience using AI tools to draft, brainstorm, and research efficiently.
• Comfort with remote collaboration tools like Microsoft Teams and cloud sharing.

Responsibilities

• Attend inbound technical calls from customers regarding system breakdowns on-site.
• Coordinate with Field Service Engineers and partners to ensure work orders are valid for billing.
• Push billable repair quotes for scheduled repairs on systems.
• Pursue renewal of service contracts to support periodic maintenance.
• Manage transactional workflow and ensure timely completion of tasks.
• Support urgent clinical customer needs on-site for priority scenarios.

Skills

Customer service

AI tools

Remote tools

Presentation

Learning agility

German/French (advantage)

Tools

Microsoft Teams

Cloud sharing tools

Job description

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you've got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimageable with us.

Your Role

• 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.

Who You Are

• 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.

What we offer:

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!