Customer Service Specialist

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.***