Service Specialist
7 mesi fa
Overview
Post Date January 12, Number WEBIT-- Job Function Customer Service Location Milano Country Italy
About the Position
The Service Specialist will take care to ensuring quality and efficiency of the service offered to support the business lines which is responsible in order to ensure customer satisfaction and at the same time guarantee the achievement of the company objective.
Key Accountabilities
Guarantee better quality and performance of the analytical systems
Ensure the continuous training of the FSE and Agencies mainly with service trainings and periodic updates according to the needs of the product and the installation base
Ensure adequate manufacturer / supplier relationships to maintain and develop the quality of the products
Periodically participate in the service training of the manufacturer / supplier to keep one's skills up to date on all the technical product innovations (new analytical systems, development of the devices, updates)
Proactive support in the management of customer / instrument critical issues
Define the adequate level of spare parts inventory when introducing new analitycal system models on the market, in coordination with the planner
Support the activity of the FSE and Agencies through company tools and if needed assist the field staff locally
Periodically verify and share activity to coordinate the continuous updating of analytical systems ( hardware and software )
Interfacing with QA for complaint management
Develop and maintain constantly updated the repository database which contains technical documentation, manual and instrument software
Periodically elaborate the quality index of the analytical systems (reliability, management costs) and promote actions to optimize the performance
Define the service needs for the product lines of its competence
Discuss and share with Help Line cases of particular complexity and urgency
Networking/Key relationships
FSE and Service Agencies Service Area Manager Help Line Customer Sales Rep. Business Line Manager Area Managers Application Specialists IT Diagnostioc Operation and Solution Customers WW Service Organization SuppliersMinimum Knowledge & Experience required for the position
Academic Degree or Bachelor's degree in biomedical or mechanichal engineering At least 2 years' experience in the same role within an IVD company operating in an international context Informatic Electronic Business organization knowledge (roles, processes, etc…) SAP Office Project management Fluent EnglishSkills & Capabilities
Planning and organization skills Communication and listening Team work and cooperation Proactivity Problem Solving Systemic vision Analytical thinking Flexibility / adaptabilityTravel requirements
Up to 30% of time is required
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