Customer Service Specialist

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

• Bachelor's or University degree or equivalent experience

• Experience using applications like MS Office, SalesForce, Oracle Cloud

• English and French languages are required. German, Spanish or Italian languages are valued nice to haves

• Demostrated experience in customer service, order management, or sales support
• Software Industry experience
• 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.***

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.

• Bachelor's or University degree or equivalent experience

• Experience using applications like MS Office, SalesForce, Oracle Cloud

• English and French languages are required. German, Spanish or Italian languages are valued nice to haves

• Demostrated experience in customer service, order management, or sales support
• Software Industry experience
• 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.***