Keysight Technologies—Customer Service Specialist

Job description

Description: Overview Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~16,800 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do. Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. Responsibilities 1. Order Booking & Validation • Review and validate Purchase orders (PO/PA) against approved Quotes and contracts. • Book orders in Salesforce in compliance with commercial, revenue, export, and tax requirements. • Serve as first point of contact for order-related clarifications. 2. Order Corrections & Amendments • Assess impact of change requests on orders, licenses, and invoices. • Execute approved corrections in Salesforce, KSM, and Oracle Cloud. • Coordinate escalations with Sales, Finance, and IT as required. 3. License Execution & Delivery • Generate and validate software licenses using Keysight Software Manager (KSM) (Note: for CAE, change expected as licensing delivery transitions to a self-service model). • Ensure accuracy of entitlement parameters and successful customer delivery. • Generate temporary licenses based on justified business needs, strictly following official Licensing guidelines, approval processes, and compliance requirements. • Track and manage software and license delivery status across systems, including monitoring orchestration progress via the Oracle Cloud Self-Service page to ensure timely delivery. (For: ODE) • Monitor delivery statuses (Pending, Completed, Failed) and ensure visibility of delivery progress. (For: ODE) • Coordinate with Sales, Licensing, and IT teams to investigate and resolve delivery-related issues. • Troubleshoot basic license issues and escalate complex cases. 4. Invoice Readiness & Management • Ensure orders are invoicing-ready with correct commercial parameters. • Support timely invoice creation and corrections, including credit notes. • Ensure VAT/GST and local tax compliance in invoicing. 5. Compliance, Credit & KYC Execution • Identify credit holds, extended payment terms, or KYC requirements. • Ensure orders are booked only after required approvals are obtained. • Coordinate with Credit Analysts and Compliance teams. 6. Stakeholder Coordination & Communication • Act as liaison between Global Customer Service, Sales, Finance, IT, and Licensing. • Provide structured status updates and root-cause-based escalations. • Promote a One-Keysight collaboration mindset. 7. Data Quality & System Integrity • Ensure accuracy of data related to customer, quote, opportunity, and order across Salesforce, KSM, and Oracle Cloud. • Validate data completeness and consistency before order processing. If necessary, work with relevant teams (CMD, Sales, Credit & Collections, and KSM). • Maintain audit-ready documentation and transactional traceability. • Reporting & Early Issue Detection: Perform interim reporting and data analysis to proactively detect operational, licensing, or order-related risks and anomalies until standardized Global detection pages and dashboards are available. 8. Process Improvement & Knowledge Sharing • Identify recurring operational issues and suggest improvements. • Contribute to SOPs, training material, and documentation. • Support onboarding and knowledge transfer within the team. 9. Forecast & Pipeline Support • Support accurate forecasting by ensuring order readiness and clean bookings. • Highlight risks or delays that may impact revenue recognition or forecast accuracy. • Collaborate with Sales and Finance during month- and quarter-end close. 10. Sales Support & Salesforce Administration • Provide comprehensive support to Sales by handling Salesforce-related activities and responding to administrative requests, including account, opportunity, order, and data maintenance needs. Qualifications Graduate in any stream Technical - MS Office, SalesForce, Oracle Cloud Communication - English language - additional, but not mandatory one of the following languages: German, French, Spanish or Italian Technology - Software Industry experience - Experience in customer service, order management, or sales support - Strong attention to detail and process orientation - Problem-solving and troubleshooting skills - Ability to manage priorities effectively - Customer-focused, proactive, and reliable Careers Privacy Statement***Keysight is an Equal Opportunity Employer.*** Responsibilities: 1. Order Booking & Validation • Review and validate Purchase orders (PO/PA) against approved Quotes and contracts. • Book orders in Salesforce in compliance with commercial, revenue, export, and tax requirements. • Serve as first point of contact for order-related clarifications. 2. Order Corrections & Amendments • Assess impact of change requests on orders, licenses, and invoices. • Execute approved corrections in Salesforce, KSM, and Oracle Cloud. • Coordinate escalations with Sales, Finance, and IT as required. 3. License Execution & Delivery • Generate and validate software licenses using Keysight Software Manager (KSM) (Note: for CAE, change expected as licensing delivery transitions to a self-service model). • Ensure accuracy of entitlement parameters and successful customer delivery. • Generate temporary licenses based on justified business needs, strictly following official Licensing guidelines, approval processes, and compliance requirements. • Track and manage software and license delivery status across systems, including monitoring orchestration progress via the Oracle Cloud Self-Service page to ensure timely delivery. (For: ODE) • Monitor delivery statuses (Pending, Completed, Failed) and ensure visibility of delivery progress. (For: ODE) • Coordinate with Sales, Licensing, and IT teams to investigate and resolve delivery-related issues. • Troubleshoot basic license issues and escalate complex cases. 4. Invoice Readiness & Management • Ensure orders are invoicing-ready with correct commercial parameters. • Support timely invoice creation and corrections, including credit notes. • Ensure VAT/GST and local tax compliance in invoicing. 5. Compliance, Credit & KYC Execution • Identify credit holds, extended payment terms, or KYC requirements. • Ensure orders are booked only after required approvals are obtained. • Coordinate with Credit Analysts and Compliance teams. 6. Stakeholder Coordination & Communication • Act as liaison between Global Customer Service, Sales, Finance, IT, and Licensing. • Provide structured status updates and root-cause-based escalations. • Promote a One-Keysight collaboration mindset. 7. Data Quality & System Integrity • Ensure accuracy of data related to customer, quote, opportunity, and order across Salesforce, KSM, and Oracle Cloud. • Validate data completeness and consistency before order processing. If necessary, work with relevant teams (CMD, Sales, Credit & Collections, and KSM). • Maintain audit-ready documentation and transactional traceability. • Reporting & Early Issue Detection: Perform interim reporting and data analysis to proactively detect operational, licensing, or order-related risks and anomalies until standardized Global detection pages and dashboards are available. 8. Process Improvement & Knowledge Sharing • Identify recurring operational issues and suggest improvements. • Contribute to SOPs, training material, and documentation. • Support onboarding and knowledge transfer within the team. 9. Forecast & Pipeline Support • Support accurate forecasting by ensuring order readiness and clean bookings. • Highlight risks or delays that may impact revenue recognition or forecast accuracy. • Collaborate with Sales and Finance during month- and quarter-end close. 10. Sales Support & Salesforce Administration • Provide comprehensive support to Sales by handling Salesforce-related activities and responding to administrative requests, including account, opportunity, order, and data maintenance needs.