Service Enablement Specialist

Overview:
As a Service Enablement Specialist, you will play a key and pivotal role in supporting our Waters Service Teams and our Customers across Italy and when requested to the Southern Europe Region (IT-FR-GE-SP-SZ-PO).

The success of the role is measured on your ability to plan, coordinate, and organise tasks that will ensure that our service delivery is seamlessly effective and efficient, leaving our customers with a positively memorable experience.

The results of which are tangible service department efficiency gains, revenue generation, cost reductions and increased levels of customer satisfaction.

The role will involve active collaboration and communication with multiple internal parties including our field service engineers, service sales, service management and finance & administration teams for the above mentioned geographies.

Liaising and communicating directly with our customers is of primary importance in this position, to ensure they are timely and well informed of planned services and their expectations are managed clearly and precisely.

Following up on all Billable Service-related enquiries with our customers, managing your own CRM opportunities, with a goal of winning all possible Service Revenue and keeping discount levels with agreed limits.

If you’re looking for an opportunity to join a very dynamic Team, build and share your experience with many smart colleagues and commit to deliver a Superior Customer Experience, don’t miss this chance.

At Waters Global Services Italy you’ll never feel alone.

**Responsibilities**:
**Main Responsibilities**:

- Building, developing, nurturing, and maintaining strong and meaningful customer and internal relationships.
- Performance Maintenance Planning. Creating PM records, ensuring parts are ordered and delivered on time, effective scheduling of engineers and informing customers throughout the process. An ability to quickly respond and successfully manage any deviations whilst maintaining customer satisfaction.
- Managing your own CRM opportunities, follow up with customers in a timely manner to understand their needs with a goal of getting all our customers to use Waters Service Parts and labour when required on our Instruments. Present Win/Lost business to management.
- On Demand Service Sales. Supporting the Billable Service business so we achieve our AOP. Create Sales quotations, liaise with customers regarding their needs.
- Maintain our iBase system to ensure accuracy in Waters customer’s assets.
- Inventory Management. Collaborating with engineers, management, and finance teams to ensure inventory levels are managed to budget. Take ownership in ensuring excess and warranty Service materials are returned to Milford USA, Wilmslow UK & Singapore, in a timely manner. Active participation in inventory stock checks and audits throughout year.
- Reporting and Processing. Daily and weekly processing of Work Orders and any associated credits. Generating and reviewing business reports to help optimise processes, drive efficiencies and improvements within the service function.

**Other Responsibilities associated to the role**:

- Develop Billable Business by supporting all Waters Global Services initiatives,to benefit both from revenue growth and service efficiency gain.
- Ownership of the warranty processes, ensuring returns are submitted timely and accurately for parts and instruments whilst ensuing all credits are received and processed.
- Contribute to assure accurately and timely booking, correcting, and invoicing of Service Contracts.
- Attend and participate in service meetings, cross functional activities at Regional or European CSE level on business processes and systems.
- Manage Field Service Engineer tools, including purchasing and re-calibration.
- Support local Quality Specialist in order to maintain and integrate local QMS.

Qualifications:
**Competencies, Behaviours and Requirements**:

- Self-motivated, and ability to use own initiative to perform work with a strong ‘can do’ attitude.
- Well organised and composed, with good planning and time management skills.
- Possess excellent communication skills both written and verbal, and enjoy personal interaction and relationship building.
- Willing and flexible to complete a wide variety of tasks dynamically and to a high standard.
- A high level of attentiveness and focus on customers.
- Strong Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of cultures.
- Desire to expand knowledge, learn, grow, and develop in a fast-moving business environment.
- Excellent computer skills, ability to work with MS Office, SAP, SalesForce and CRM systems.
- Fluent in Italian and English with the ability to speak additional languages of the southern region (French, German, Spanish or Portuguese) a distinct advantage.
- Able to international travel occasionally when required, for trainings and meetings.
- Hold a valid passport.