Customer Service Expert

3 settimane fa

Milano, Lombardia, Italia Werfen A tempo pieno

Overview

The Service Specialist is responsible for ensuring the quality and efficiency of services provided to support various business lines, aiming to enhance customer satisfaction while achieving company objectives.

Key Responsibilities

  • Ensure optimal quality and performance of analytical systems.
  • Facilitate ongoing training for Field Service Engineers (FSE) and Agencies, focusing on service training and updates based on product and installation needs.
  • Maintain strong relationships with manufacturers and suppliers to uphold and enhance product quality.
  • Participate in manufacturer training sessions to stay updated on technical innovations, including new analytical systems and device developments.
  • Provide proactive support in managing critical customer and instrument issues.
  • Determine appropriate spare parts inventory levels for new analytical system models in collaboration with planners.
  • Assist FSE and Agencies using company tools and provide local support to field staff as necessary.
  • Regularly verify and coordinate updates for analytical systems (both hardware and software).
  • Collaborate with Quality Assurance for effective complaint management.
  • Develop and maintain a comprehensive repository database containing technical documentation, manuals, and instrument software.
  • Analyze and report on the quality index of analytical systems (reliability, management costs) and recommend actions for performance optimization.
  • Identify and define service requirements for the relevant product lines.
  • Collaborate with Help Line on complex and urgent cases.

Networking/Key Relationships

  • Field Service Engineers and Service Agencies
  • Service Area Manager
  • Help Line
  • Customers
  • Sales Representatives
  • Business Line Manager
  • Area Managers
  • Application Specialists
  • IT Diagnostic Operations and Solutions
  • Worldwide Service Organization
  • Suppliers

Required Knowledge & Experience

  • Bachelor's degree in biomedical or mechanical engineering.
  • Minimum of 2 years' experience in a similar role within an IVD company in an international environment.
  • Proficiency in Informatics and Electronics.
  • Understanding of business organization (roles, processes, etc.).
  • Familiarity with SAP and Office applications.
  • Project management skills.
  • Proficient in English.

Skills & Competencies

  • Strong planning and organizational skills.
  • Excellent communication and listening abilities.
  • Teamwork and collaboration.
  • Proactive approach.
  • Effective problem-solving skills.
  • Systemic vision and analytical thinking.
  • Flexibility and adaptability.

Travel Requirements

Up to 30% travel may be required.

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