Customer Service Expert
2 mesi fa
Overview
The Service Specialist is dedicated to ensuring the quality and efficiency of services provided to support various business lines, aiming to enhance customer satisfaction while achieving organizational objectives.
Key Responsibilities
- Ensure superior quality and performance of analytical systems.
- Facilitate ongoing training for Field Service Engineers (FSE) and Agencies, focusing on service training and periodic updates based on product and installation needs.
- Maintain strong relationships with manufacturers and suppliers to uphold and enhance product quality.
- Actively participate in manufacturer training sessions to stay current with technical innovations in analytical systems and device updates.
- Provide proactive support in managing critical customer and instrument issues.
- Collaborate with planners to define appropriate spare parts inventory levels for new analytical system models.
- Assist FSE and Agencies using company tools and provide local support to field staff as necessary.
- Regularly review and share activities to ensure continuous updates of analytical systems, both hardware and software.
- Work with Quality Assurance for effective complaint management.
- Develop and maintain an up-to-date repository database containing technical documentation, manuals, and instrument software.
- Periodically analyze the quality index of analytical systems (reliability, management costs) and initiate actions to optimize performance.
- Identify service requirements for the product lines under responsibility.
- Collaborate with the 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
Minimum Qualifications
- Bachelor's degree in biomedical or mechanical engineering.
- Minimum of 2 years of experience in a similar role within an IVD company in an international setting.
- Proficiency in informatics and electronics.
- Understanding of business organization (roles, processes, etc.).
- Familiarity with SAP and Office applications.
- Experience in project management.
- Fluent in English.
Skills & Competencies
- Strong planning and organizational skills.
- Excellent communication and listening abilities.
- Ability to work collaboratively in a team environment.
- Proactive approach to problem-solving.
- Systematic thinking and analytical skills.
- Flexibility and adaptability to changing circumstances.
Travel Requirements
Up to 30% travel may be required.
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