Your Rohde & Schwarz recruiting team is looking forward to receiving your application.
The Customer Success Specialist is responsible for driving customer retention and service revenue while ensuring efficient day-to-day service operations. This role combines proactive customer engagement with operational support, including contract management, job coordination, and service delivery follow-up, to deliver a seamless end-to-end customer experience.
Your tasks
- Assess client's current asset status, their future needs and requirements
- Analyse customer revenue trend and identify growth opportunities for management
- Leverage installed base insights to identify product, service, calibration, and upgrade opportunities
- Proactively engage customers with lifecycle insights (e.g. obsolescence, compliance risks)
- Promote service offerings including calibration, repair, and bundled support plans
- Prepare and structure service quotations, including calibration, repair, and support offerings
- Support Sales with qualified leads for upgrade, trade-in, and service opportunities
- Manage support and service contracts (e.g. SLAs)
- Track contract entitlements, coverage, and renewal timelines
- Ensure contractual obligations (response time, service scope) are met
- Coordinate with internal teams to deliver services in line with contract commitments
- Support calibration and service campaigns through customer segmentation and outreach
- Identify gaps in service coverage and drive service attach initiatives
- Assist in executing lifecycle programs (e.g. end-of-life replacement, upgrades) Service offering quote:
- Assists D-S&O in analysing the source of service-related order income and cost reports
- Supports D-S&O in interpreting service-related financial reports
- Assist in marketing and promotional activities
- Create, organise, and maintain client portfolios
- Manage the Service Portal (customer asset management)
