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Job Description - Customer Care Services – Senior Process Associate – German - Hybrid Wroclaw (LIF019349)

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Role Overview:

Customer Care Specialist will be responsible for providing administrative front and back-office support to the Technical Service Organization in the assigned geographical territory and ensuring complete customer satisfaction with end customers and internal business stakeholders.

Responsibilities:

1. Response to customer inquiries via e-mail, telephone, fax, or system.
2. Dealing with service requests, making service order entries in SAP/Service Max, handling engineers schedules, and dispatching requests.
3. Order processing in relevant customer service systems including orders entry, maintenance, update, and status progress reviews.
4. Develop and deliver analytical reports/dashboards to support key stakeholders as needed utilizing data and tools.
5. Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required.
6. Set up and manage users as part of new user onboarding.
7. Support the testing of new features, enhancements, and report on results as needed.
8. Instrument ordering and data management in FSM with regular reporting to stakeholders during installation forecast calls.
9. Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms, and/or connectivity issues as they arise.
10. Ensure compliance with departmental procedures, Quality Systems, FDA, and other relevant regulations.
11. Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders as needed.
12. Participate in audits as needed.
13. Administer Field calibrated tools as needed to ensure compliance.
14. Collaborate with vendors and internal personnel to achieve desired results.
15. Ensure documentation for calibrated equipment is maintained up to date, properly stored, and accessible.
16. Ensure non-conforming tools are identified and restored to a conforming state.
17. Provide ad-hoc support to internal and external stakeholders and ensure service documentation and procedures are updated and compliant.
18. Perform other tasks requested by the manager to reach team or company objectives.
19. Actively participate in the ongoing assessment of customer support processes and incorporate approved improvements.
20. Successfully complete the training plan attached to the position.
21. Develop and update process documentation as needed.

Qualifications we seek in you:

Minimum Qualifications / Skills:

1. Min. bachelor university degree.
2. Experience in Customer Service / Customer Care or Customer Support.
3. Strong stakeholders’ management skills.
4. Excellent communication skills (verbal & written) and customer service skills.
5. Strong analytical and organizational skills.
6. Resilience and ability to work under pressure.
7. Fluency in spoken and written English & German (any other European language is a plus).
8. Very good knowledge of Microsoft Office, especially Outlook and Excel. ServiceMax knowledge is an advantage.
9. Experience in customer service for the lab/medical device business is desired.
10. Understanding of company and customer processes and policies.
11. Solution-oriented and open to new concepts and ideas.
12. Anticipates, identifies, and responds to customer needs with excellent service.

Preferred Qualifications/ Skills:

1. Understands the goals of the organization and achieves individual goals consistent with overall company goals.
2. Excellent English & German language skills.
3. Standard shift availability.

What can we offer?

1. Attractive salary.
2. Stable job offer – employment contract.
3. Various trainings (initiating, soft skills).
4. Possibility of development.
5. Benefits (Insurance, Luxmed, Multisport, additional vacation days, biking policy).

As an Equal Opportunity Employer, we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit

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