Analyst - Labwater Solutions (Customer Enablement)

Biopharma Careers; Bengaluru; On-site; INR 420,000 - 600,000; Full time

Job summary

Biopharma Careers in Bengaluru invites you to join a team that supports healthcare and life science solutions. You will handle technical inbound calls, troubleshoot system issues on site, and coordinate with Field Service Engineers to keep customers productive.

The role emphasizes clear communication, adherence to SLAs, and effective use of AI tools and remote collaboration platforms. German or French language skills are a plus.

Qualifications

• 1-2 years of experience in customer service.
• Ability to communicate process during BCP and SLA timelines.
• Proficiency with generative AI tools (ChatGPT/Claude).
• Comfort with remote work tools like Microsoft Teams.
• Strong presentation and slide-design abilities.
• Curiosity and willingness to learn new software/processes.
• German or French language is an added advantage.

Responsibilities

• Attend inbound technical calls from customers on system breakdowns and troubleshoot onsite.
• Inform in-house teams for urgent clinical customer support in critical scenarios (hospitals/GSA).
• Coordinate Work Orders with Field Service Engineers for validation before billing.
• Push billable repair quotes for scheduled repairs with order potential.
• Chase billable Work Orders to ensure payment before billing cycle.
• Renew service contracts for ongoing maintenance and subscriptions.
• Manage transactional workflow across the scope of responsibilities.

Skills

Customer service

AI tool proficiency

Digital collaboration

Presentation skills

Continuous learning

German/French language

Tools

Microsoft Teams

Cloud document sharing

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.
• Germanor 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. Joinus in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!