Responsibilities may include the following and other duties may be assigned:

• Act as a primary point of contact for customers, responding to service requests and inquiries via phone, email, and systems with a strong focus on customer experience
• Manage service requests end to end, including complex cases, ensuring timely resolution and clear communication
• Accurately create and maintain service requests and related data in ServiceNow, SAP, and Salesforce
• Prepare, manage, and follow up on repair, maintenance, and spare parts quotations, including support for service contracts and basic upsell opportunities
• Proactively address customer concerns by investigating issues and managing Opportunities for Improvement (OFIs) to resolution
• Use reports and system data to identify opportunities to improve service quality, efficiency, and turnaround time
• Collaborate closely with internal teams and stakeholders to resolve issues, share updates, and support effective decision making while contributing to NPS and CES targets
• Perform other related duties as assigned, while adhering to applicable procedures, quality standards, and compliance requirements.