Customer Support Specialist IVD

1104998
  • Tipo de empleo

    Permanente
  • Lugar

    Madrid
  • Sector

    Medical Technology
  • Industria

    Ciencia e I+D
  • Salario

    Interesante Paquete Retributivo

Madrid

A family-owned company that has grown to become a world leader in the
field of in vitro diagnostics.
They spread across 45 countries and serve 160 countries with the support of a large distribution network.


As
Customer Support Specialist
based in Madrid you will provide
remote technical support & services,
including troubleshooting and field action completion to guarantee the best call rate & remote fix rate always with a level of service and trust developing the company's image.


WHAT WILL BE YOUR MISSIONS?


  • Serving as the first point of the technical contact for customers facing problems related to hardware, software or network over the phone, email or remote.
  • Answer internal/external customers simple to complex inquiries per established guidelines, document the CRM (Customer Relationship Management) system according to company standards and regulations.
  • Lead launch/implementation of new systems by learning new products, develop documentation.
  • Lead the troubleshooting analysis; plan the action response; follow up to ensure customer satisfaction.
  • Report all events in the CRM to guarantee traceability and customer complaint tracking.
  • Drive new products and procedures that are job-specific, create documentation and troubleshooting protocols; provide customer training as needed.
  • Participate in revenue generation initiatives through the promotion of value-added projects and services depending on local strategy.
  • Cooperate with the technical field team and share information across the organization.
  • Build positive relationships with customers.
  • Handle autonomously complex customers calls (L1) and fields technical/corrective actions.
  • Act as a referent in her/his field of expertise and occasionally repair instruments at the customer site.
  • Coach and/or consult with Application Specialist, System Engineer, Management, Global Customer Support, and Lab IT Support.
  • Take in charge of the implementation of processes for SE Helpdesk ,Workshop and Field activities in partnership of the QA/RA department.


WHO ARE YOU?
  • Technical degree or certification (electronic computer/biotechnology or relevant field).
  • 3/5 years’ experience proven Field Service experience and/or Help Desk technician or other customer support role.
  • Healthcare industry experience will be a plus.
  • Tech-savvy with working knowledge of office automation products, databases and remote control.
  • IT Skills (network, conections).
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in English, Spanish and Portuguese will be a plus.
  • Ability to work flexible shifts during weekends and/or to adapt to changing work schedules.
  • Ability to provide remote support to clients/customers during weekends and bank holidays.
  • Customer and solution-oriented and cool-tempered.
  • Flexible, take initiatives, team player.
  • Organized, rigorous and autonomous.
  • Good communication/ presentation skills.
  • Ability to handle CRM and reporting creation and follow up.
  • Available to travel abroad for training purposes (both national and internationally).

#LI-DNI

Aplica a este empleo

Hablar con Eloisa Ramos, la persona que lleva esta posición

Oficina: Madrid, Hays Madrid, Paseo de la Castellana, 81, planta 10Teléfono 600687006
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