Customer Care Support Specialist

Find a Better Way...

...to use your skills and experience.

This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

...to improve the lives of others.

Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

...to build a promising future.

We currently have a great opportunity available for a Customer Care Support Specialist I. The Customer Care Support Specialist I is primarily responsible for support field service associates order parts, document service activity, and manage their service parts inventory.

Essential Duties and Responsibilities:

• Facilitating efficient operation of business processes and maintaining accuracy and integrity of data in the Service CRM system, Metrix.
• Support select business measures, Key Performance Indicators (KPI) and provide basic analysis of results.
• Maintain operation and performance of the service parts order fulfillment and return processes. This position will report to the Customer Care Operations Manager. Communications with Field, Mundelein, and Vernon Hills based staff within Sysmex America, Sysmex Latin America and Sysmex Canada Inc.
• Maintenance and analysis of select Tech Services reports and KPIs associated with service parts supply chain performance and Metrix RID status.
• Monitor service parts order fulfillment process and performance, including direct involvement in support of the service parts request creation.
• Coordinate introduction of new service parts associated with product introductions and engineering change requests with other functional areas.
• Create email notifications for SNCS installation with new and existing customers.
• Monitor test equipment calibration schedules and status to ensure calibration compliance goals are achieved.
• Other duties as may be assigned.

Physical Demand: Light physical effort. Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting and/or other conditions.

Percentage of Travel: 10%

• Associate degree and/or 2+ years functional experience with CRM systems, Excel, and SQL databases.
• Proven analytical skills and experience with SAP and or Servigistics software applications a plus.
• Proficient in the English language (verbal and written); Spanish or Japanese fluency is a plus.
• Demonstrated proficiency with Microsoft Word, Excel, PowerPoint, and Outlook; experience with MS Access is a plus.
• Demonstrated strong organizational skills.
• Make regular day- to- day decisions and suggestions and recommendations for procedural changes.
• Ability to analyze data and information, offer suggestions for operational improvements.
• Strong attention to detail. Understand operational concepts.

Sysmex’s COVID-19 vaccination policy, consistent with its status as a federal government contractor and commitment to its customers and to providing a safe workplace for its employees, requires that, to the extent permitted by applicable law, all Sysmex employees must be fully vaccinated against COVID-19 by the latter of your start date. To the extent permitted by applicable law, any offer of employment extended will be conditioned upon the individual’s ability to provide proof of current vaccination status. Sysmex makes reasonable accommodations when needed for medical or religious reasons. However, vaccine exemption and other accommodation requests cannot be granted unless the individual is able, with the accommodation, to perform the essential functions of the job.

Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Type: Full-time

Pay: $19.50 - $26.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Work Location: Hybrid remote in Lincolnshire, IL 60069