In House Customer support

il y a 3 semaines

Bruxelles, Région de Bruxelles, Belgique bioMerieux SA Career Site - MULTI-LINGUAL Temps plein

bioMérieux Benelux S.A./N.V.

In House Customer support - Application Specialist

What will your responsibilities be within bioMérieux?
The in-house application specialist serves as key customer representative and is the initial point of contact for any incoming internal/external customer support requests to ensure high level customer experience and satisfaction. She/he takes in charge, registers and ensures processing of incoming customer requests (questions, support requests, technical claims) by providing remote technical & scientific support or transfers interventions to the field teams. The in-house AS is also the key interface between field and global functions.

Main Accountabilities include:

  • Answer internal/external customer inquiries.
  • Report all requests in our customer relationship management system to guaranty traceability according to company's standards and regulation. Accurately follow the set-out quality processes and vigilance.
  • Advise, guide, and provide the necessary technical & scientific support to customers who contact the helpdesk.
  • Interact with internal departments (customer service teams, sales, marketing, supply chain, installed base and quality assurance) to achieve end-to-end solutions for our customers
  • Lead the troubleshooting analysis, diagnose, and bring the solution to the customer by remote resolution or by dispatching to technical field experts or global support, follow up and ensure customer satisfaction to avoid disruption at customer site. Contribute to a smooth interface between remote & field activities.
  • Lead launch/implementation of new products, methodologies, and processes to handle customer request with efficiency
  • Identify service sales leads and opportunities.
  • Ensure proper internal/external feedback.
  • Perform other administrative and customer support related tasks as required: participate in projects, continuous improvement of internal processes & procedures.
  • Perform joint visits with field application specialists for knowledge acquisition.

Who are you?

  • University education or equivalent in microbiology, biotechnology, molecular biology, immunology or at least 3 years of laboratory experience.
  • Verbal and written communication skills
  • Strong customer and solution oriented skills
  • Active listening, empathic, assertive
  • Stress-resistant and able to analyze & manage critical inquiries
  • Confident, thorough and attention to detail
  • Organized, rigorous and autonomous and able to make decisions (reactive)
  • At ease in digital environment (MS Office knowledge is key, Salesforce knowledge is preferred)
  • Fluent English and Dutch with a good level French

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment

Our internal mobility policy offers numerous opportunities for each of our employees to blossom throughout their career, while respecting each employee's individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.

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