Lavori attuali relativi a Customer Service Expert - Milano, Lombardia - Werfen
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Pharmacist - Customer Service Expert
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Customer Service Expert
2 mesi fa
Overview
The Service Specialist plays a crucial role in ensuring the quality and efficiency of services provided to support various business lines. This position is essential for maintaining customer satisfaction while achieving the company's objectives.
Key Responsibilities
- Enhance the quality and performance of analytical systems.
- Provide ongoing training for Field Service Engineers (FSE) and Agencies, focusing on service-related education and periodic updates based on product and installation needs.
- Foster strong relationships with manufacturers and suppliers to uphold and improve product quality.
- Actively participate in manufacturer training sessions to stay informed about technical innovations in analytical systems and device updates.
- Offer proactive support in managing critical customer and instrument issues.
- Determine appropriate spare parts inventory levels for new analytical system models in collaboration with planning teams.
- Assist FSE and Agencies with company tools and provide local support to field staff as necessary.
- Regularly review and coordinate the continuous updating of analytical systems, both hardware and software.
- Collaborate with Quality Assurance for effective complaint management.
- Develop and maintain an up-to-date repository of technical documentation, manuals, and instrument software.
- Analyze the quality index of analytical systems (reliability, management costs) and promote initiatives to enhance performance.
- Identify service requirements for the product lines under your responsibility.
- Engage with the Help Line to discuss 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.
- Knowledge of business organization, including roles and processes.
- Familiarity with SAP and Office software.
- Experience in project management.
- Fluent in English.
Skills & Competencies
- Strong planning and organizational skills.
- Excellent communication and listening abilities.
- Teamwork and collaboration.
- Proactive approach to tasks.
- Effective problem-solving skills.
- Systemic vision and analytical thinking.
- Flexibility and adaptability.
Travel Requirements
Travel may be required up to 30% of the time.
