Responsibilities :

JOB FUNCTION

The Warranty Specialist is in close collaboration with different partners both internally and externally. They will receive purchase orders from end users or channel, Global Order Form from customers, requests from Call Center Agents and mails / fax from customers accepting quotes.

The Warranty Specialist is responsible for the following topics:

ensuring registration and billing of service contracts in the system for a specific area (geography, customers, contract types…). registering extended warranties purchased by customers. investigate and solve cases related to Warranty Disputes. receive and validate per call quote acceptances returned by the customers and will generate per call billing once the printer is repaired. performing regular database cleaning tasks and will also have to review and validate the audit reports edited by the system.

They may also be involved in cross-organization projects in EMEA or at country level in order to improve processes or develop new projects.

ROLES, RESPONSIBILITIES AND AUTHORITY

• Analyze and validate completeness and accuracy of information (PN, SN, pricing…)
• Communicate with the customer (mail) if information is incomplete
• Communicate with Lexmark country entities about specific issues and cash collection tasks
• Verify / Create assets, enter their entitlement and pricing
• Validate data to enable billing in SAP
• Update Agreements & Service Requests
• Document cases in the system and release Service Requests within defined SLA’s
• Regularize Contracts according to established procedures
• Initiate service execution
• Handle POs and the issues/questions around them
• Run duplication reports and clean database

EDUCATION & EXPERIENCE

• Graduate BA/BS degree is required
• 2-3 years of experience in services, post-sales activities, contract administration or order management is an advantage

SKILLS

• Full professional proficiency in English AND in German
• Working knowledge of Siebel, D365 and/or SAP systems is an advantage
• Customer Service oriented mindset
• Proactive and open to new ideas
• Good team player
• Excellent communication and presentation skills, both oral and written
• Good knowledge of MS Office and in particular Excel

How to Apply ?

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