3A - Philips - ISC- S,E&P
- San José
- Permanente
- Tiempo completo
Location: San Jose, Costa Rica
*English, Spanish, and Portuguese is required for this role*The ISC Services Specialist plays a critical role in ensuring the seamless execution of service operations, including entitlement verification, quote accuracy, service part coordination, contract management, and billing. This role supports internal teams and external customers by ensuring compliance, timely service delivery, and financial accuracy across the service lifecycle.Responsibilities:1. Entitlement & Quotation Management
- Verify customer entitlements to determine service coverage.
- Ensure accuracy and compliance of quotes with legal and contractual terms.
- Provide timely and accurate quotes to customers.
- Release service delivery promptly upon quote acceptance.
- Work within the Customer Services organization to manage service cases and work orders.
- Handle exceptions and ensure completion within SLA.
- Collaborate with the Customer Care Centre to meet customer expectations.
- Route overdue or misdirected cases to appropriate departments.
- Resolve incomplete cases to ensure financial integration.
- Ensure T&M invoices align with actual services delivered.
- Issue T&M and contract invoices; manage credit notes and re-billing.
- Collaborate with Accounts Receivable to resolve invoice disputes.
- Work closely with the Contracts Team for accurate cost allocation.
- Coordinate the flow of service parts to ensure timely delivery.
- Monitor part orders, delivery status, and resolve issues such as delays or incorrect shipments.
- Prevent unnecessary stock buildup and ensure timely return of parts to vendors.
- Communicate with vendors and internal teams about supply chain interruptions.
- Create and maintain service contracts in the management system.
- Add contract features, pricing, and billing details.
- Link contracts to the correct Installed Base Products.
- Manage contract renewals, terminations, and credit memos as needed.
- High School Diploma or GED equivalent
- At least 2 years of experience in service operations, customer service, or contract management.
- Experience in handling service parts logistics and vendor coordination.
- Knowledge of SLA management and exception handling.
- Familiarity with legal and compliance aspects of service contracts.
- Strong understanding of service delivery processes and financial systems.
- Proficiency in ERP/CRM systems and Microsoft Office Suite.
- Excellent communication, problem-solving, and organizational skills.