Be part of something altogether life-changing

Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.

Cytiva is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

What you’ll do

Customer Interaction: Interact with customers via phone and email to address inquiries, identify needs, provide information and determine appropriate actions. This includes handling breakdown repair requests, shipment, billing, purchase order, warranty and product inquiries

Service Coordination: Support and coordinate with Field Service Engineers, Service Sales Specialists, and cross-functional teams to ensure smooth service delivery for ANZ customers. This includes managing work orders, cases, coordinating installation and other service works where needed, service parts and escalations etc.

Daily Operations Management: Manage daily service operations, including monitoring service mailbox and ANZ Toll Free line, work order scheduling, service tools management, parts & inventory management and supplier procurement management. Organize service tools calibration and purchase service assets and tools.

Logistics Handling: Handle all service-related logistics, including local and international logistics management for parts and tools.

System Utilization: Utilize a range of system tools and platforms (e.g., Salesforce, ServiceMax, Oracle) to efficiently track, manage and report on service activities, ensuring data accuracy and streamlined operations. Execute all new ServiceMax releases and address issues faced by the field team.

Participate in Reviews and Continuous Improvement: Join reviews with ANZ and regional service leaders, as well as scheduling and planning meetings with field service engineers. Collaborate with the team to improve KPIs, manage escalations, handle parts returns and oversee inventory management. Coordinate with APAC and Global Project teams for support at the ANZ level.

Who you are

Experience: Preferably you have a minimum of 3 years of experience working in customer service/operations/logistics in the life sciences or a similar industry. While a background in the service industry is preferred, it is not mandatory.

Team Collaboration: You excel at working in a team, with the ability to energize, develop, build rapport, collaborate, self-motivate, and influence at all levels within an organization.

Education: You hold at least a bachelor's degree, preferably in Commerce, Science, or Engineering.

Problem-Solving Skills: You possess excellent problem-solving and influencing skills, with a sense of urgency and the ability to prioritize tasks based on their criticality.

Attention to Detail: You have a high level of attention to detail and strong interpersonal skills, enabling you to effectively engage and communicate with both internal and external customers.

Resilience: You can operate effectively in a multi-tasking, cross-functional, dynamic environment while maintaining a forward-thinking and positive attitude.

If you are interested in this role, please submit your formal application from the link below:

https://danaher.wd1.myworkdayjobs.com/CytivaJobsPP/job/Melbourne-Victoria-Australia/Service-Operations-Specialist_R1287766