Trizma is a trusted Business Process Services (BPS) provider for some of the leading global companies, in industries such as financial services, IT, health care, and aero-space industry. Founded in 2002, our 3 growth pillars are: service innovation, customer excellence and a consultative approach to process efficiency. We respect and we grow our human capital. We offer our own ecosystem a strong foundation which represents an international working environment with its own dynamic. We are consistent in growing a quality professional environment which recognizes the importance of each action.

ACCOUNT SUPPORT ANALYST- GERMAN LANGUAGE

Position Summary and Key Areas of Responsibility:

• Position responsible for ensuring contractual obligations with customers are met on a workorder and systems basis; Coordinates activities associated with product/service resolution issues
• Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
• Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as implements solutions; Required to coordinate WCS internal projects for the customer
• Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates
• Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
• Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required
• Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required
• Participate in installation planning sessions
• Provide input to the Customer Specific Service Aid Mini Manual (SAMM)
• Ensure that the customer uses the proper primary escalation contacts within WCS
• Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
• Supports the resolution of known software problems to be fixed in later releases
• Prepares standard reports to ensure SLA is represented accurately
• Perform analysis on all penalties for all service delivery contracts subject to penalties
• Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting
• Work with customer help desks on specialized SLA management activities, when normal processes are failing; Maintain customer relations and observe customer process change
• Assist with accounts receivable management; Run queries for margin improvement/incident reduction us
• Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities
• Possible travel required based on account requirements
• Reference: 4FJH9_z0-MIW-yGWuhOSmlz5szenbY6B5W9trRw6WxY.

Candidate profile and qualifications:

• Knowledge of German language
• Technical/Vocational Certification
• 0-1 years of related experience
• Administrative, analytical, and/or technical experience, preferably within WCS
• Demonstrated proficiencies with Microsoft Office Suite software
• Not convicted or in a process of conviction

Preferred qualification:

• Bachelor’s Degree preferred

Trizma is offering:

• Long term employment opportunity for best performing candidates
• Performing services for a multinational company
• Dynamic and responsible position
• Chance for a professional and personal development
• Advancement opportunity
• Paid training

Deadline for applications: until fulfilled