SER Repair Operations Support
Job Description
Purpose
Key Missions
• Management of IDEMIA biometric terminal repair requests
• Processing of new RMAs (repair requests)
• Handling the different stages of an RMA (repair request, quotation sending, material reception, shipment for repair, etc.)
• Communication with customers to obtain additional information, follow up on quotation approvals, pending products, etc.
• Use of Salesforce as a CRM tool for customer communication
• Use of D365 for quotation entry, Service Order creation, invoice creation, and invoice sending to customers
• Management of material exchanges (creation of TOs, management of SOs, communication with the shipping service, and shipment tracking)
• Monitoring and management of second-hand and new product stock
• Processing pickup requests (requests to the logistics department + customer communication)
• Tracking shipments and managing transport issues with logistics teams
• Communication with subcontractors regarding intervention reports for defective products or specific repair requests
• Management and resolution of reception disputes (via D365)
• Preparation of monthly technical KPI presentations (number of requests, backlogs, etc.) and financial KPIs (quotations issued, revenues, etc.)
• Management of the increase in repair requests and proposal of improvements to daily procedures
• Management of customer credit notes and unpaid invoices (customer follow-up in collaboration with the finance department)
• Identification and implementation of opportunities for new revenue generation and cost reduction
• Acting as backup for the Repair Team Manager during absences and holidays
• Informing Sales teams and recommending warranty extensions