As part of the Global Customer Service department, the Service Desk Coordinator provides operational support to the team of Service Desk specialists who interact directly with customers.
Duties and Responsibilities
- 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.
- Coordinate day-to-day team activities and drive a strong operational focus.
- 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.
- Build and maintain strong relationships with external service partners, suppliers, and stakeholders.
- Organize and lead regular partner meetings to review performance and identify improvement opportunities.
- 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.
Qualifications
- Completed business or technical training.
- 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.
- Strong communication and organizational skills.
- 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, especially Dispensing Pyxis/PIC.
Why Join Us?
At BD, you will discover a culture in which you can learn, grow and thrive. BD supports in-person collaboration and offers a comprehensive Total Rewards program with competitive compensation and benefits.
Primary Work Location: AUT Vienna - Handelskai. Additional Location: ESP San Agustin del Guadalix.
Salary Range Information: EUR 58,700.00 - 93,950.00 annual.
To learn more about BD visit https://bd.com/careers.
Vollzeit
Support & Helpdesk
€ 4.192