Responsibilities

Purpose

Responsible for ensuring excellence in customer service and overall customer experience, acting in an agile and proactive manner in managing demands related to the installed base of equipment, for both customers with active contracts and those without contracts.

Act strategically in customer retention, loyalty, and account expansion, identifying improvement opportunities, mitigating risks, and ensuring continuous customer satisfaction and success. Promote alignment between internal teams and customers, ensuring operational efficiency, on-time delivery, and value generation for the business.

Responsibilities

-  Act as the primary point of contact for customers, ensuring high-quality service, with agility, assertiveness, and a strong focus on customer experience;

- Develop, negotiate, and commercialize service portfolio solutions, identifying opportunities for value creation and revenue growth;

-  Proactively follow up on commercial proposals within established deadlines, driving negotiations through to conversion;

- Convert opportunities into new business, directly contributing to the achievement of the area’s sales targets;

-  Prepare and deliver commercial, technical, and other required documentation to support the approval and closing of service proposals;

- Thoroughly analyze purchase orders, bids, and contract drafts, working closely with the contracts team to mitigate risks and ensure process compliance;

- Manage and monitor cases opened through the service support channel using ServiceMax (or equivalent), ensuring resolution within agreed SLAs;

- Coordinate and confirm technical service schedules in alignment with operational planning and the service coordinator;

- Manage customer expectations regarding timelines and deliverables, especially for scheduled services, ensuring adherence to agreed timelines;

- Generate and manage orders for parts and materials required for field service activities, ensuring availability according to schedule;

- Resolve complex and critical issues with a high level of autonomy, involving cross-functional teams when necessary;

- Develop and share knowledge, delivering training sessions and supporting the growth of junior and mid-level team members;

- Monitor performance indicators (KPIs) related to the customer portfolio, proposing continuous improvement actions for processes and customer experience;

- Collaborate cross-functionally with internal teams (sales, operations, logistics, contracts, finance), ensuring alignment and delivery efficiency;

-  Perform billing for executed services, ensuring data accuracy, adherence to deadlines, and alignment with company financial processes;

- Close work orders, ensuring all activities have been properly completed and documented to enable billing;

- Be responsible for consolidating, tracking, and reporting performance metrics and results for the managed service portfolio;

- Operate with minimal supervision, demonstrating autonomy, proactivity, and strong prioritization skills in managing tasks and demands.

Basic Qualifications

Education & Qualifications

• Education: Bachelor’s degree completed
• Field of Study: Business Administration, Economics, Marketing, or related fields

Specific Training

• Company policies: Code of Conduct, PerkinElmer Quality and Compliance
• Negotiation
• Assertive Communication
• Customer Service Excellence
• Agile Methodologies (to be completed)

Experience

• Years of Experience: 4 to 6 years in customer service or commercial/sales roles

Languages

• Native Language: Spanish
• Secondary Language: English

Preferred Characteristics

• Additional Qualifications
• Fluency in English and Portuguese is a plus;
• Postgraduate degree is a plus;
• Experience in commercial administrative functions and account management;
• Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, and Outlook);
• Knowledge of SAP and CRM systems (Salesforce);
• Behavioral Competencies
• Proactive;
• Committed;
• Curious.