Job
- Level
- Experienced
- Job Field
- IT, Support, Project
- Employment Type
- Part Time/Full Time
- Contract Type
- Permanent employment
- Salary
- 58.700 to 93.950€ gross/year
- Location
- Vienna
- Working Model
- Onsite
Job Summary
In this role, you will coordinate the Service Desk, manage customer inquiries, handle escalations, and develop processes to ensure efficient service delivery in the Dispensing Pyxis/PIC domain.
Your role in the team
- As part of the "Global Customer Service" (GCS) department, the Service Desk Coordinator provides operational support to the team of Service Desk specialists who interact directly with customers.
- Coordinate and oversee Service Desk operations for Dispensing Pyxis/PIC products.
- Ensure efficient handling and resolution of customer inquiries and incident tickets through 1st and 2nd Level Support.
- Act as the primary point of contact for customers, managing and resolving internal and external escalations.
- Koordiniere die täglichen Teamaktivitäten und fördere einen starken operativen Fokus.
- Manage workload distribution and resource allocation to ensure effective service delivery.
- Provide operational guidance and support to Service Desk Specialists.
- Develop, implement, and continuously improve Service Desk processes and procedures.
- Own, monitor, and report on Service KPIs and ensure compliance with Service Level Agreements (SLAs).
- Build and maintain strong relationships with external service partners, suppliers, and stakeholders.
- Organisieren und leiten Sie regelmäßige Partnermeetings, um die Leistung zu überprüfen und Verbesserungsmöglichkeiten zu identifizieren.
- Prepare service performance reports, analyses, and recommendations for the business.
- Collaborate closely with Sales, Engineering, Product Management, and other internal departments to ensure an integrated service approach.
- Maintain and enhance the Service Desk knowledge base, documentation, and training materials.
- Support the introduction of new products, services, and operational processes within the Dispensing Pyxis/PIC portfolio.
- Drive service excellence, customer satisfaction, and continuous operational improvement.
- Contribute to the development and scaling of Service Desk structures, standards, and best practices.
This text has been machine translated. Show original
Our expectations of you
Qualifications
- Abgeschlossene berufliche oder technische Ausbildung.
- Excellent written and verbal communication skills in English are required. Proficiency in Spanish is preferred.
- Proficiency in using common service desk tools and MS Office applications.
- Starke Kommunikations- und Organisationsfähigkeiten.
- A structured and results-oriented approach to work.
- Strong customer focus and problem-solving skills.
- Ability to work in a team and act independently.
- Flexibility and willingness to learn new technologies and products (Dispensing Pyxis/PIC).
This text has been machine translated. Show original
What we offer
- At BD, we reward, support and develop our associates through our comprehensive Total Rewards program.
- We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs.
- Our salary or hourly rate ranges reward associates fairly and competitively.
- We regularly review these ranges and factors, such as location, contribute to the range displayed.
- Our pay is based on the role and the necessary skills and education to perform it successfully.
- The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location.
- Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
This text has been machine translated. Show original
Benefits
Work-Life-Integration
Food & Drink
Health, Fitness & Fun
Higher Take-Home Pay
Job Locations
About Your Employer
Becton Dickinson Austria GmbH
Wien, Wien
At BD, one of the world's leading medical technology companies, we produce and distribute disposable medical products, devices and reagents with the goal of improving healthcare for people all over the globe.
Description
- Founding Year
- 1961
- Language
- English
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Healthcare, Social Sector
Employer reviews
by devworkplaces.com
Total
(3 Reviews)3.4
Culture
3.5Workingconditions
3.6Engineering
3.3Career Growth
3.3
Partner Management & Service Desk Coordinator
- Salary
- 58.700 to 93.950€ gross/yearEstimated net salary based on the gross salary in the job ad.40.409 to 59.187 € net/year
- Location
- Vienna
- Working Model
- Onsite
- Diversity
- Open for all genders
