Remote Technical Support Specialist Benelux.
A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, they have imagined and developed innovative diagnostics solutions to improve public health. Today, their teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. bioMérieux strengthens its commitment to fight antimicrobial resistance with the acquisition of Specific Diagnostics, an innovative company.
Benelux
bioMérieux
rillaerts@themagroup.eu
2022-08-22
Job description.
The Customer Technical Support Specialist acts as a key contact for the customer, for any incoming internal/external request, to ensure high level customer experience and satisfaction. He/she provides technical remote service to our customers being a key link with field activities and global functions.
Being a valuable customer support center member by:
- Answering simple to complex inquiries of internal/external customers per established guidelines
- Lead the troubleshooting analysis, diagnose and bring the solution to customer or plan the action response, follow up and ensure customer satisfaction to avoid disruption at customer site
- Service work order preparation for field interventions of collaborators for requests that cannot be solved remotely
- Contribute to a smooth interface between field & remote activities
- Report all events in the ERP system to guaranty traceability according to company quality standards and regulation
- Update installed base and knowledge base with the relevant information
- Identify service opportunities (training & connectivity services, service contracts) at external customers & inform sales team on customer opportunities/leads, needs, and risks (outdated systems, critical applications, unprofitable service).
- Ensure proper internal / external feedback
- Be part of implementation of new products, methodologies, and processes to handle customer requests with efficiency & and look for improvements
- If needed, perform repairs & calibrations in the in-house workshop
- For knowledge acquisition, join & support the Field service engineers on site with installations and maintenance activities of bioMérieux equipment
Candidate profile.
- Secondary education diploma or bachelor’s degree in engineering (e.g. electronics, computer sciences, biotechnology) – or similar work experience
- At ease in digital environment & IT capabilities : Mastering of ERP tools and Pack Office
- Good listener, Empathic and Assertive
- Organized and autonomous and able to make qualitative well-considered decisions
- Ability to analyze, manage, and set priorities within critical inquiries & stressful situations
- Customer & solution oriented
- Communication skills (verbal & written): Fluent in English and Dutch; Intermediate in French
- Proactive and aspiration to create a positive experience for internal and external customers
Contact.
If you are interested in this position and would like to know more about it, please contact:
Jurgen Rillaerts, Recruitment Consultant
T: +32 478 503900
E: rillaerts@themagroup.eu