Hotline Application Specialist Representative

Functieomschrijving

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. S/he takes in charge and ensures processing of incoming customer requests (questions, support requests, technical claims) by providing technical & scientific support and its remote resolution or dispatches interventions to field teams. This role is the key interface between field and global functions and in addition is in charge to communicate on customer service related product changes or quality issues.

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.
- 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.
- Prepare service work orders for corrective actions and update installed base with relevant information.
- 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.
- Communicate to internal /external customers about customer service related product changes (product recall, update/upgrade of software versions of equipment, update of user manuals or instruction of use).
- Perform other administrative and customer support related tasks as required: participate in projects, continuous improvement of internal processes & procedures.

Profiel

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

Jobgerelateerde competenties

Aanbod
- You are surrounded by passionate colleagues who are happy to share their knowledge and experience with you and who will guide you in the interpretation of the customer quality communication project
- 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

Plaats tewerkstelling

1030 SCHAARBEEK