IndirizzoDescrizione del lavoro:
(COMPANY NAME) fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join (COMPANY NAME), where every voice matters.
The Position
Reporting to the RCSC Customer Support Manager, you will be responsible to provide specialized assistance to (COMPANY NAME) Customers regarding the usage and troubleshooting of (COMPANY NAME) equipment, by using a digital platform that hosts a collection of specialized support solutions called eServices.
Key Responsibilities:
* Handling of Customer enquiries, via phone or via digital e-services, identification and troubleshooting of complex issues using remote service for diagnostic support.
* Ensure the identification or product quality issues and escalation to the next level of skill and / or specialism.
* Manage complaints in cooperation with Advanced support, including communication with customers and colleagues.
* Monitor and escalate the complaints, identify complex, intermittent or infrequent equipment failures.
* Guarantee maintenance of correct documentation in the CRM system, process and product quality monitoring using specific metrics.
* Occasional On-site service activities - supporting field-based technical support team.
* Respect compliance with all relevant (COMPANY NAME) guidelines and policies.
* Proactive Identification of areas of improvement to guarantee a better customer experience
* Proposal of corrective actions for more efficient and automated processes
Who you are:
* University degree in chemical engineering or in scientific field (Biology, Chemistry, Engineering).
* 2+ years' experience in research, diagnostic laboratory or similar.
* Fluent in English.
* Scientific & Biology Know how.
* Excellent customer orientation.
* Problem solving.
* Excellent interpersonal skills, reliability, ability to communicate effectively at all levels.
* High self-motivation, strong analytical approach, target oriented, meticulous and organized.
* Strong customer-centric service focus.
We will offer a temporary contract
Who we are
At (COMPANY NAME), more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
(COMPANY NAME) is an Equal Opportunity Employer
