Customer care center coordinator/Koordinator pozivnog centra (f/m/d)
Siemens
Customer Service
Zagreb, Croatia
Posted on Jun 5, 2025
Job Description
Job ID
466370
Company
Siemens Healthcare d.o.o.
Organization
Siemens Healthineers
Job Family
Customer Services
Experience Level
Experienced Professional
Full Time / Part Time
Full-time
Contract Type
Permanent
Call center coordinator (f/m/d)
What are my responsibilities?
- Working on Customer Call Center for receiving customer inquiries and complaints:
- receiving calls and any other information from users; allocating service incidents and forwarding them to the appropriate department; entering service incidents into ERP system; receiving and distributing service incident orders; timely forwarding service incidents to appropriate technical support; daily monitoring of all Customer Care Center activities;
- Tasks related to the coordination of the service department:
- processing requests for resolving existing incidents: receiving requests from technical support; identifying appropriate personnel by optimizing qualifications, availability, and location; resolving resource conflicts by changing of planned activities within the defined scope; managing escalations in the event of unavailability of field personnel and communicating with the end user; determining schedule of planned services: scheduling field personnel for planning service events such as preventive maintenance, upgrades, and installations in accordance with requirements;
- Services coordination tasks:
- Processing requests to resolve existing incidents: receiving requests from technical support; identifying appropriate personnel by optimizing qualifications, availability, and location; resolving resource conflicts by rescheduling activities within a defined scope; managing escalations in the event of field staff unavailability and communicating with the end user; determining the schedule of planned services: scheduling field staff to plan service events such as preventive maintenance, upgrades, and installations according to requirements;
- Monitoring service delivery by field staff: ensuring that the estimated arrival time is met, planning changes and informing users respectively; controlling the predictable delivery time of spare parts, planning changes if necessary, and informing users of changes;
- Support field service team and service area manager in all resource planning activities and administrative operations;
- Service logistics tasks: managing all logistics activities to support the service department; managing logistics related to tools and test equipment;
- Maintaining the tool inventory database in the ERP system;
- Communication with Quality Management department and carrying out the necessary activities related to the calibration and monitoring of tools and measuring devices;
- Customer database management tasks: administration, updating and maintenance of the customer database within the ERP system;
- Planning and monitoring the implementation of any activities related to preventive maintenance, modification activities and necessary installations;
- Coordination of communication regarding the agreed deadlines for the implementation of individual activities in cooperation with all predetermined parties involved;
What is required to qualify for this position?
- Completed undergraduate or graduate study in economics or engineering
- Five years of relevant work experience
- Excellent knowledge of English language, both spoken and written
- High level of computer skills and familiarity with common office tools (Microsoft Outlook, Word, Excel, PowerPoint), knowledge of products, systems and equipment
- Analytical approach to problem solving and ability for logical deduction
- Propensity for teamwork and remote and hybrid forms of group collaboration and contribution to the desired efficiency and quality of work within the team through own high level quality work
- Proactive approach in work, solution-oriented in order to achieve greater customer satisfaction
- Strong communication skills
- Ability to learn quickly and be willing to continue personal development and further professional development
- Possession of a category B driver's license
What we offer to the selected candidate:
- To become part of a dynamic and challenging environment in an organization known on the local market for quality and innovation in healthcare sector
- Employment and working in a motivated and growing team of service engineers with support of experienced experts with over thirty years of experience, which is recognized by users as a reliable and faithful partner with a large installed base and with superb support and dedication
- Thorough and comprehensive professional education and training from basic concepts with continuous and quality improvement of knowledge in our training centers
- Independence in work and decision-making
- Attractive and stimulating working conditions
Please note that applications which do not contain resume in English shall not be taken into consideration in the selection process.
Koordinator pozivnog centra (f/m/d)
Koje su moje odgovornosti?
- Rad na pozivnom centru za zaprimanje upita i reklamacija korisnika:
- zaprimanje poziva i bilo kojih drugih informacija od korisnika; alokacija servisnih incidenata te njihovo prosljeđivanje odgovarajućem odjelu; unos servisnih incidenata u ERP sustav; zaprimanje i distribucija naloga servisnog incidenta; pravovremeno prosljeđivanje servisnih incidenata odgovarajućoj tehničkoj podršci; dnevno praćenje svih aktivnosti Customer Care Centra;
- Poslovi vezani uz koordinaciju odjela servisa:
- obrada zahtjeva za rješavanje postojećih incidenata: zaprimanje zahtjeva od strane tehničke podrške; prepoznavanje odgovarajućeg osoblja optimizacijom kvalifikacija, dostupnosti, lokacije na kojoj se nalaze; rješavanje konflikta u resursima ponovnim planiranjem aktivnosti unutar definiranog opsega; upravljanje eskalacijama u slučaju nedostupnosti terenskog osoblja i komunikacija s krajnjim korisnikom; utvrđivanje rasporeda planiranih usluga : raspoređivanje terenskog osoblja za planiranje servisnih događaja kao što su preventivno održavanje, nadogradnje i instalacije sukladno zahtjevima;
- Praćenje isporuke usluga od strane terenskog osoblja: osiguravanje da je realizirano procijenjeno vrijeme dolaska, planiranje promjena i obavještavanje korisnika o tome; kontrola predvidivog vremena isporuke rezervnih dijelova uz planiranje promjena ukoliko je potrebno i obavještavanje korisnika o promjenama;
- Podrška terenskom servisnom timu i voditelju servisnog područja u svim aktivnostima planiranja resursa i u administrativnom poslovanju;
- Poslovi vezani uz servisnu logistiku: upravljanje svim logističkim aktivnostima u svrhu podrške odjela servisa; upravljanje logistikom vezanom uz alate i testnu opremu;
- Održavanje inventurne baze podataka alata u ERP sustavu;
- Komunikacija s odjelom upravljanja kvalitetom i provođenje potrebnih aktivnosti koje su vezane uz kalibraciju i praćenje alata i mjernih uređaja;
- Poslovi vezani uz upravljanje bazom podataka korisnika: administracija, ažuriranje i održavanje baze podataka korisnika unutar ERP sustava;
- Planiranje i praćenje provođenja bilo kojih aktivnosti vezanih uz preventivno održavanje, modifikacijske aktivnosti i nužne instalacijame;
- Koordinacija komunikacije vezano uz dogovorene termine provedbe pojedinh aktivnosti u suradnji sa svim predodređenim uključenim stranama;
Što je potrebno da bih se kvalificirao za ovo radno mjesto?
- Završen preddiplomski ili diplomski studij ekonomskog ili tehničkog usmjerenja
- 5 godina odgovarajućeg radnog iskustva
- Izvrsno poznavanje engleskog jezika u govoru i pismu
- Visoka razina poznavanja rada na računalu i uobičajenih uredskih alata (Microsoft Outlook, Word, Excel, PowerPoint), poznavanje proizvoda, sustava i opreme
- Analitički pristup rješavanju problema i sposobnost logičkog zaključivanja
- Sklonost timskom radu i mrežnim oblicima suradnje u grupama te doprinos željenoj učinkovitosti i kvaliteti rada unutar tima vlastitim radom na kvalitetnoj razini
- Proaktivnost u radu, usmjerenost na rješenja u svrhu postizanja većeg zadovoljstva kod korisnika
- Izražene komunikacijse vještine
- Sposobnost brzog učenja i spremnost na kontinuirani osobni razvoj i daljnje stručno usavršavanje
- Posjedovanje vozačke dozvole B kategorije
Odabranom kandidatu/kandidatkinji nudimo:
- Da postane dio dinamičkog i izazovnog okruženja u organizaciji koja je sinonim za kvalitetu i inovativnost na području medicine kako na svjetskom tako i na području Republike Hrvatske
- Rad u motiviranom i rastućem timu servisera uz podršku iskusnih stručnjaka sa preko trideset godina iskustva, koji je uz veliki instalirani volumen opreme i sa vrhunskom podrškom i posvećenošću prepoznat od korisnika kao pouzdan i vjeran partner
- Temeljitu i sveobuhvatnu edukaciju od najosnovnijih pojmova uz kontinuirano i kvalitetno unapređivanje znanja u našim trening centrima
- Samostalnost u radu i odlučivanju
- Privlačne i poticajne uvjete rada
Prilikom prijave molimo priložite životopis na hrvatskom i engleskom jeziku te navedete najmanje jedno pismo preporuke odnosno referencu za preporuku.
Prijave koje ne sadržavaju životopis na engleskom jeziku neće biti uzete u obzir u okviru provođenja selekcijskog postupka.