Overview:

Henry Schein UK Holdings Ltd is the largest distributor of healthcare products and services to office-based practitioners in the combined North American and European Markets.
Customers include dental practices and laboratories, physician practices, and animal health clinics, as well as government and other institutions.
Due to continued investment and growth, a fantastic opportunity has arisen for a Technical Customer Support Executive  to join the Henry Schein Team.
The successful candidate will be responsible for all account management for DSO and Special market accounts  duties will be but not limited to  complete customer contact,  engineer scheduling, customer reporting parts identification  the role will also ensure customer requirements are met and exceeded. The position will also include:

Job Responsibilities:

The role holder will be expected to be responsible for the following:

• Complete Technical account management for a number of assigned DSO and Special market customers
• Serve as the main point of contact in all matters related to client concerns and needs
• Build and strengthen client relationships to achieve long-term partnerships 
• Scheduling internal and field resources on the Field service system to comply with customer service levels.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organisation’s key services for which support is being provided.

• Develop strong relationships with customers, connecting with stakeholders and preparing technical reports
• Capturing and understanding technical descriptions of faults and categorise by urgency and impact and are aligned with customer classifications.
• Provide technical support on all questions posed by your assigned customer and seek support from the technical structure to ensure you remain the central point of contact questions
• Efficient turnaround on customer request via phone and e-mail
• Closing out engineer worksheets and creating Invoices inline with your customer bespoke process
• Planning and booking Contract Servicing
• Dealing with Customers and Suppliers
• Liaising with internal departments
• Close outstanding calls when completed or book follow-up calls as appropriate.
• Complete all weekly and monthly reporting that has been outlined by your customer.
• Assess cost to service versus new equipment ensuring you make recommendations to your account.
• Attend remote and on-site meetings when requested
• Participate in special projects and perform other duties as required.

Job Skills & Experience Required:

To succeed in this role, you’ll need the following:

Qualifications:

• Good level of Maths & English
• Customer service qualification would be preferred

Skill & Experience:

• Experienced in providing a good level of Customer Service
• Experience of being the primary point of contact through the customer lifecycle
• Experience with ERP and CRM systems desirable.
• Account management/customer success  experience

Person Specification:

We believe the type of person best suited to this role will be:

• Technically minded, confident individual who has had experience within a customer service or problem solving.
• Proactive to finds solutions to complex problems and situations.
• Be the ambassador for your client to key internal stakeholders.
• IT Literate e.g. Excel, Word and Outlook and ideally has had experience with ERP and CRM systems.
• Ability to align the internal resources to meet and exceed the customer requirements and deadlines.
• Must be able to multitask effectively and build strong relationships with demanding clients in order to investigate their issues and provide the client or field service engineers the maximum information to solve the issues quickly and effectively.
• Used to working in a high paced environment.
• Be robust, determined and challenging along with a “can do attitude”.
• Take ownership of concerns, problems and issues and provide the best possible service in

Our benefits include:

• A competitive salary
• 25 days holiday a year, with ability to buy up to 5 days holiday each year.
• Life Insurance
• Cycle to Work scheme.
• Subsidised gym membership
• Access to Health & Wellbeing Apps
• Employee discounts
• A hybrid, flexible working culture