Job Description

TCS Advisor

Location – Skøyen, Norway

About Us

Lilleborg is part of the Diversey - Solenis group. We are a total supplier of cleaning and hygiene systems to the professional market. The most important customer segments are the food industry, hotels, restaurants/canteens, cleaning agencies and the public sector. Our business covers the entire value chain from product development and production to marketing, training and technical service. Lilleborg has a turnover of over NOK 500 million, and 125 employees. We are market leaders in most of our business areas.

The company has a proud and strong history and, as of June 2024, became part of Diversey – Solenis. We offer an inclusive work environment and opportunities for both personal and professional development.

Key Aspects of the Role:

The TCS Advisor is responsible for the effective handling and communication of technical assignments, as well as distributing these assignments appropriately between internal technicians and external service partners, considering capacity, lead time, and the best possible service for our customers.

The TCS Advisor has a particular responsibility for ensuring proper follow-up of technical assignments and accurate invoicing, especially in relation to key customers, particularly ISS.

The TCS Advisor is part of the Technical Department and will primarily handle operational tasks, while also actively contributing within specific areas of expertise, improvement processes, and projects relevant to the role.

The position will collaborate with several other internal functions within Lilleborg/Solenis. The role may be further developed and shaped with the employee’s involvement and input to improve internal collaboration and cooperation with customers, ensuring the highest level of service, follow-up, and communication for all parties.

The role requires active engagement in building and developing one’s own professional competence.

Responsibilities

• Dispatcher – coordinate and assign service tasks to internal and external service technicians
• Ensure effective communication with external service partners regarding both specific service tasks and general execution of service reporting and invoicing
• Handle incoming phone calls and emails related to the dispatcher role
• Specific responsibility for maintaining overview of ongoing/unresolved assignments for ISS and ensuring follow-up, including invoicing-related challenges
• Provide communication, input, and suggestions for improvements related to the strategic handling of ISS; act as ISS’s point of contact for inquiries related to ongoing service or service invoice follow-up
• Actively contribute to improvements in daily routines, particularly at the interfaces with other internal departments
• Monitor and follow up relevant KPIs for the Technical Department and service operations
• Contribute to ensuring a seamless flow in service processes for both internal and external service technicians
• Project: Integration of external service partners into FS – overall responsibility for execution, including ensuring access is in place, testing, and facilitating, coordinating, and/or delivering training for service partners

Performance Areas / KPIs

• Active contribution to improving daily routines between Customer Service and the Technical Department, as well as collaboration with other departments
• Ability to understand business processes to identify potential errors/deviations and resolve issues when they arise
• Flexibility – the ability to understand and prioritize tasks effectively is critical
• Ensure a smooth and end-to-end flow across processes

About You:

• Experience in Customer Service
• Experience with ERP and CRM systems, preferably SAP and SF
• Project work experience
• Experience with Field Service applications preferred
• Good understanding of the workflow in execution and follow-up of technical services/service work preferred
• Structured and solution-oriented
• Strong knowledge of / experienced user of SAP, SF, FSL
• Ability to stay calm and communicate effectively in a fast-paced environment
• Team player, with a focus on helping others succeed across departments

Language skills

• Norwegian proficiency
• English would be an advantage

Personal Qualities

• Approachable and service-minded preferred
• Strong ability to prioritize tasks effectively preferred
• Responsible and solution-oriented preferred
• Willingness to learn
• Ability to understand processes
• Flexible

Education

• Bachelor’s degree is an advantage, but not a requirement

Why Join Us?

• Join a dynamic international company with substantial potential to grow. You will be representing a market-leading player within cleaning, hygiene sector & water treatment.
• Competitive salary and attractive benefits. An annual bonus scheme to reward your results.
• Work/life balance is a priority. Ability to work independently. Open organizational culture with a fantastic team.

Ready to Make a Difference?

This role offers a unique opportunity to lead and develop a team within a market-leading company. If you are a leader with a passion for technical service management and customer excellence, we encourage you to apply!

Diversey - A Solenis Company is proud to be an Equal Opportunity Affirmative Action Employer. We value diversity and are committed to creating an inclusive environment for all employees. We recognize that not every candidate will meet every qualification, so if you believe you can bring value to our team, we encourage you to share your unique perspective with us.

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