Sartorius North America
In the Service Support Specialist role, you will ensure that customers receive high quality service in a timely manner. This position will work closely with other departments within Sartorius to provide seamless customer support for all product lines and regions. The incumbent will also act as a liaison between customers and internal departments to resolve issues quickly and efficiently.
What you will accomplish together with us:
Create service center notifications, update status, process parts orders and service invoicing
Create new service contracts in SAP, update equipment records, process renewals, and run reports as needed
Review and report on engineer inventory levels
Work with engineers to cycle count stock and ensure inventory is decremented properly via secure order processing
Assist in scheduling field service onsite visits and work with customers to ensure all requirements are met prior to installation or maintenance visit
Interface with end users and the field service organization and communicate all requests, requirements, and issues to the internal organization
Provide technical assistance and troubleshooting support for Sartorius products
Work with cross functional teams to identify and implement process improvements
Involves managing a high volume of email communication on a daily basis in multiple mailboxes
Other duties as assigned by supervisor
What will convince us: High school diploma required, Associates or Bachelors' degree preferred
Minimum 2 years of work experience in a customer service role
Strong written and oral communication along with ability to deal effectively with customers in a professional manner
Strong ability to multi-task and prioritize tasks effectively
Strong problem-solving abilities
Experience with field service organizations preferred
SAP experience preferred
Proficient in Microsoft Office applications
Willingness to travel up to 10%
Identification with our core values: Sustainability, Openness, Enjoyment
Compensation for this position will be a base salary between $24.04 and $28.00 per hour depending upon experience and qualifications. What We Offer As a growing global life science company, with our stock listed on the German DAX and TecDAX , Sartorius offers a wide range of benefits: Personal and Professional Development:
Mentoring, leadership programs, internal seminar offerings Worklife Balance:
Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules Making an Impact Right from the Start:
Comprehensive onboarding, including a virtual online platform Welcoming Culture:
Mutual support, team spirit and international collaboration; communities on numerous topics such as "Coaching", "Agile Working" and a "Businesswomen's Network" Health & Well Being:
Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs. Intelligent Working Environment:
Working in smart buildings with the latest technology and equipment. Retirement Savings Plan:
401 k (with generous company match) Flexible Spending:
HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account Company Paid Benefits:
Basic Life Insurance, AD&D, EAP, Family Planning & Women's Health, Health Advocate Additional/Optional:
Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, disability or based on status in any other protected group of class. Please view equal employment opportunity posters provided by OFCCP here. E-Verify Participation Info E-Verify Workers Rights For Residents of California please review; CA Privacy Notice for Employees #LI-remote Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We are looking forward to receiving your application. We look forward to receiving your application. www.sartorius.com/career If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by e-mail at accommodationrequest@sartorius.com Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability, or based on status in any other protected group of class. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by e-mail at accommodationrequest@sartorius.com About Sartorius Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We are looking forward to receiving your application. www.sartorius.com/careers
Create new service contracts in SAP, update equipment records, process renewals, and run reports as needed
Review and report on engineer inventory levels
Work with engineers to cycle count stock and ensure inventory is decremented properly via secure order processing
Assist in scheduling field service onsite visits and work with customers to ensure all requirements are met prior to installation or maintenance visit
Interface with end users and the field service organization and communicate all requests, requirements, and issues to the internal organization
Provide technical assistance and troubleshooting support for Sartorius products
Work with cross functional teams to identify and implement process improvements
Involves managing a high volume of email communication on a daily basis in multiple mailboxes
Other duties as assigned by supervisor
What will convince us: High school diploma required, Associates or Bachelors' degree preferred
Minimum 2 years of work experience in a customer service role
Strong written and oral communication along with ability to deal effectively with customers in a professional manner
Strong ability to multi-task and prioritize tasks effectively
Strong problem-solving abilities
Experience with field service organizations preferred
SAP experience preferred
Proficient in Microsoft Office applications
Willingness to travel up to 10%
Identification with our core values: Sustainability, Openness, Enjoyment
Compensation for this position will be a base salary between $24.04 and $28.00 per hour depending upon experience and qualifications. What We Offer As a growing global life science company, with our stock listed on the German DAX and TecDAX , Sartorius offers a wide range of benefits: Personal and Professional Development:
Mentoring, leadership programs, internal seminar offerings Worklife Balance:
Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules Making an Impact Right from the Start:
Comprehensive onboarding, including a virtual online platform Welcoming Culture:
Mutual support, team spirit and international collaboration; communities on numerous topics such as "Coaching", "Agile Working" and a "Businesswomen's Network" Health & Well Being:
Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs. Intelligent Working Environment:
Working in smart buildings with the latest technology and equipment. Retirement Savings Plan:
401 k (with generous company match) Flexible Spending:
HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account Company Paid Benefits:
Basic Life Insurance, AD&D, EAP, Family Planning & Women's Health, Health Advocate Additional/Optional:
Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, disability or based on status in any other protected group of class. Please view equal employment opportunity posters provided by OFCCP here. E-Verify Participation Info E-Verify Workers Rights For Residents of California please review; CA Privacy Notice for Employees #LI-remote Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We are looking forward to receiving your application. We look forward to receiving your application. www.sartorius.com/career If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by e-mail at accommodationrequest@sartorius.com Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability, or based on status in any other protected group of class. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by e-mail at accommodationrequest@sartorius.com About Sartorius Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We are looking forward to receiving your application. www.sartorius.com/careers