Remote Technical Support Specialist
Il y a 2 mois
A family-owned company, bioMérieux has grown to become **a world leader in the field of in vitro diagnostics**. For 60 years and across the world, we have imagined and developed **innovative diagnostics solutions** to **improve public health**. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.
We are looking for a Customer Technical Support Specialist who will ensure customer satisfaction and contribute to service profitability, Providing remote technical & scientific support & services, including troubleshooting and field action completion to guarantee the best remote fix rate. Identify, anticipate and act in order to avoid any disruption affecting customer and patient.
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.
**What will be your Missions**:
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
- 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**Who are you**:
- 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
**What you get from us**
- You are surrounded by passionate colleagues who are happy to share their knowledge and experience with you and who will guide you in your daily routine
- Due to the dynamic nature of the company and the wide range of references, they keep you fresh and you are constantly challenged.
- You get the necessary space and support to develop in your role
- The possibility to combine office and home-office work after training fulfillment
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