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Gcs Customer Support

4 months ago

Sandton, South Africa BD Full time

We are the makers of possible:
BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat.

It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.


Why join us?:


A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture.

You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.


To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do.

We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a
maker of possible with us

About the role:

Job Description Summary:

Main responsibilities will include:

Customer Service Level Agreements:

  • Ensuring that entitlements on devices are checked for all service and repair requests before proceeding with work on the devices
(Coverage:

Fixed Billing/Warranty/Service Plans/Reagent Rental)

  • To provide customers with quotations within the agreed TAT for request for service/or repairs on all BD Infusion devices; quotation based on the engineer's assessment within the set fixed billing pricing (Customer Devices that fall outside of the 2year manufacturing Warranty and/or no service contract).
  • Weekly follow ups with Customers for purchase orders on outstanding quotations.
  • Receive & decontaminate devices at the Depots, and dispatch serviced/repaired devices from Depot.
  • Returning unrepaired devices to customer on no receipt of Purchase order as stipulated in the Terms and Conditions.

Spare Part Management:

  • Ordering of Spare parts for local stock replenishment.
  • Receiving & packing of spares at central GCS warehouse.
  • Picking, packing, and dispatching spares to local FSE's within the regions upon request.
  • Spare part movements from central warehouse to Engineer car stock locations on ERP system.
  • Daily consumption of spares used on ERP system.
  • Pick, pack, dispatch of spare part orders to direct market customers and ROSA distributors.

Data Management & Documentation - QMS (ServiceMax)


To review and update the local customer data base (such as Customer Quotations, Customer Purchase orders, Customer accounts and Customer locations) and to add them to the knowledge database to contribute, from a local & Global perspective to a qualitative knowledge management that will create transparency within the organization and will enhance an efficient and effective service to the customer.


  • Uploading of Customer quotations onto the QMS system.
  • Updating Customer Purchase orders on receipt of the orders on the QMS system.
  • Creating and Dispatching of Cases & Work orders to BD & 3rd party Engineers in ServiceMax.
  • Updating 3rd Party contractors' activities in ServiceMax.
  • Updating Billing type on Work Orders when the need arises.
  • Closure of all work completed by engineers (WO Review).
  • Working with the team to improve on service process within the QMS system. (Pre & Post golive Testing).
  • Supporting Engineers on current and future project (Providing clear visibility on all Work orders being processed & service/repairs awaiting Purchase orders).
  • Providing Customers with service reports on request.

Invoicing and Billings:


To manage the daily service/repair invoicing and billing of customers as well as the invoicing and billing of spares orders to all customers in the Southern Africa region in accordance with the BD specifications and customer Service Level Agreements.


  • Daily service invoice (Service and Repaired Devices that fall within the fixed billing SLA).
  • Direct spare part sales invoicing (On receipt of Customer or Distributor purchase orders).
  • Reprinting and sending of invoices to customer on requests. (Internal & External).
  • Maintaining orders invoiced vs Purchase orders awaiting invoicing Dashboard.
  • Invoicing direct market equipment sales orders.

Logistics:


Manage and arrange daily logistics with 3PL for: device collections from customer sites, devices return to customer sites, spare parts and new devices delivery to customer sites, BD Depots and Field Service Engineers.


Communication:

General Administration outside of daily responsibilities:

  • Arranging Flights and Accommodation.
  • Ordering of stationary and other office necessities i.e. Pens, Books, Boxes for dispatch, Printing Cartages, office Groceries, Water Dispenser refills, Tags, Orderi