Service Operations Specialist

Be part of something altogether life-changing

Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva, you will be able to continuously improve yourself and us – working on challenges that truly matter with people who care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.

Cytiva is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we're pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

What you'll do

1. Customer Interaction: Interact with customers via phone and email to address inquiries, identify needs, provide information, and determine appropriate actions. This includes handling breakdown repair requests, shipment, billing, purchase orders, warranty, and product inquiries.
2. Service Coordination: Support and coordinate with Field Service Engineers, Service Sales Specialists, and cross-functional teams to ensure smooth service delivery for ANZ customers. This includes managing work orders, cases, coordinating installation and other service works where needed, service parts, and escalations.
3. Daily Operations Management: Manage daily service operations, including monitoring service mailbox and ANZ Toll Free line, work order scheduling, service tools management, parts & inventory management, and supplier procurement. Organize service tools calibration and purchase service assets and tools.
4. Logistics Handling: Handle all service-related logistics, including local and international logistics management for parts and tools.
5. System Utilization: Utilize system tools and platforms (e.g., Salesforce, ServiceMax, Oracle) to track, manage, and report on service activities, ensuring data accuracy and streamlined operations. Execute new ServiceMax releases and address issues faced by the field team.
6. Participate in Reviews and Continuous Improvement: Join reviews with ANZ and regional service leaders, schedule and plan meetings with field service engineers. Collaborate to improve KPIs, manage escalations, handle parts returns, oversee inventory management, and coordinate with APAC and Global Project teams for support at the ANZ level.

Who you are

1. Experience: Preferably a minimum of 3 years in customer service, operations, or logistics within the life sciences or a similar industry. Background in service is preferred but not mandatory.
2. Team Collaboration: Ability to work effectively in a team, energize, develop, build rapport, collaborate, self-motivate, and influence at all levels.
3. Education: Bachelor's degree in Commerce, Science, Engineering, or related fields.
4. Problem-Solving Skills: Excellent problem-solving and influencing skills, with a sense of urgency and the ability to prioritize tasks.
5. Attention to Detail: High attention to detail and strong interpersonal skills for effective communication with internal and external customers.
6. Resilience: Ability to operate effectively in a multi-tasking, dynamic environment with a positive attitude.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace, and throughout the markets we serve. Our associates, customers, and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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