Customer Service Specialist

We are the global test and automation specialists, powering next-generation technologies through sophisticated solutions. Behind every electronic device you use, Teradyne's test technology ensures your device works right the first time, every time! Our portfolio of automation solutions help manufacturers to develop and deliver products quickly, efficiently and cost-effectively. Together, Teradyne companies deliver manufacturing automation across industries and applications around the world!

We attract, develop, and retain a high-performance workforce, comprised of people with diverse backgrounds and a shared drive for excellence. We strive to foster a positive and inclusive work environment that helps employees, and communities, thrive.

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
 

Opportunity Overview

Looking for highly motivated and highly efficient Business Professional to assist and focus on Global Customer Services Team in Costa Rica. You will work with professionals in Administration and Engineering to ensure our customers get support on parts and services for the devices purchased from the SemiTest Division in Teradyne. You will be working with our sales business partners to develop strategies and sell our service agreements around the world.

Your job responsibilities will include:

• Collect & analyze historical parts usage data to assist in developing customer pricing for service agreement quotes.  Data must be synthesized and presented in a logical way to allow for accurate decision making in developing customer quotes.

• Maintain a database of active service agreements with end dates, identifying when it is time to send customers quotes for renewals.

• Update and maintain a database of service revenue recognized against service agreements.

• Assist the GCS Leads Regional Managers in developing service agreement revenue forecasts and assist with updates to the PSI forecast Y/Y & Q/Q.

• Develop customer service agreement quotes; send them to service managers or in some cases directly to the customer.  Must follow the existing accounting rules as developed by Finance, when quoting and booking orders.

• Provide customer POs receipt acknowledgement and request booking of the customer orders.

• Create a service agreement transmittal, activate the agreement, and set the proper agreement entitlements. Activate the correct install base for testers covered by referenced agreement.

• Quote transactional service labor orders (on-site reports)

• Business partner with regional GCS Leads & Sales Engineers for all agreements. Advise when agreements are ready for renewal, track progress against receiving a PO.

• Make any necessary changes to agreement transmittals as changes are made to the install base or service coverage changes.

• Update department and agreement databases (tracker file, Merlin, Booking Checklist, and Adaptive) after install base changes.

• Ensure that all service agreement revenue expected each quarter are received/reviewed with GCS Leads and Finance.  

• Confirm that all invoices have properly been sent to customers, in compliance with customer identified net terms.

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

• BA or BS Degree with a focus in: Management, Marketing, Commerce, Sales, Industrial Engineering
• Advance level of verbal and written English
• Experience in accounts analysis and reconciliation
• Strong English verbal and written skills.
• Travel may be required up to 25% for training and occasional customer meetings.
• Ability to create effective presentations and review them with GCS Leads and/or Finance
• Management.
• Technical skills (Power BI, Business Objects desired)
• MS Office proficient.  (Excel, Word, PowerPoint). 
• Familiarity with database queries, CRM, ERP systems (ex: Oracle, SAP).

Preferred Job Requirements:

• Finance background experience.

The ideal candidate will demonstrate the following behavioral traits:

• Proficient in verbal, written and presentation skills.
• Great communications skills
• Must enjoy working with dynamic people and building client relationship

Benefits:

Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, life insurance, paid vacation & holidays, tuition assistance programs, and more. 

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