Service Support and Dispatch Associate

Service Support and Dispatch Associate (Contract)

Contract (1 year)

Hybrid – Local to Indianola, PA office (2 days a week, T and TH)

Reports To:

Customer Response Squad Lead

Shift Days/

Hours:

Monday through Friday

• Position/Shift: 8:30am‑5pm EST – one position per shift
• Position/Shift: 9am‑5:30pm EST – one position per shift
• Available to work OT as needed

This position sits under our Bayer Radiology Customer Response Squad and is responsible for helping Bayer external customers and Bayer Field Teams. Core responsibilities include supporting resolution of customer inquiries regarding parts and service dispatch as well as updating and accurately maintaining data in systems such as SAP and our Bayer CRM system, supporting all other general call inquiries and other administrative type activities.

• Provides call support for all customer inquiries including parts orders with pricing and shipping details, part numbers, requests for technical resource dispatching and credit/billing troubleshooting
• Manages parts order process and dispatch console for Field Service teams
• Supports Bayer Field Teams with facilitating resolution of system data and supporting Install Dismantle Report updates
• Utilizes SAP and CRM systems to professionally document customer/field calls and their resolution; received via phone, CRM, email and web
• Assists in supporting other assigned projects/tasks requiring data input, document research and analysis and/or metric tracking, cross‑functional teamwork
• Assists with training and onboarding; assists with training documentation and training delivery as needed

• All external Customers, Customer Squads (Field Service, Sales and Clinical) and Delivery Solution Squads (TAC, Connectivity Support and Field Operations Squad)
• Logistics, Credit and Collections, Regulatory, Legal, IT/Sap Support

• Associate degree in business or technical discipline with 6 months of overall experience OR High School Diploma/GED and 2 years of overall experience working in a call center environment and/or customer relations/facing or remote service support role
• Advanced problem‑solving skills, demonstrated experience in dealing with difficult inquiries and customer issues with little supervision, strong sense of urgency
• Strong communication skills, both written and oral, and empathy to resolve conflict
• Willingness to learn, excellent interpersonal and organizational skills; must be able to work within a self‑managed team environment
• Demonstrated ability to follow specific guidelines & procedures; resourceful and capable of troubleshooting new applications as they arise
• Proficiency in Microsoft Office product suite; specifically Outlook and Excel required, and familiarity within Microsoft Teams
• Ability to work in a fast‑paced environment and independently
• Working knowledge of CRM systems (e.g., Salesforce, Service Max, SAP) preferred