As a member of the customer support helpline team she / he handles customer calls. Resolve 1stLevel customer questions and / or problems involving the Company solutions.
Communicates regularly with customers to learn about their business challenges and requirements. Excellent follow-up skills to ensure customer expectations are met and close all outstanding issues.
Understands customer perception and the associated business impact and is commercially capable of resolving customer issues in a rapid fashion.
Manage RMAs (Return Material Authorization) process with customer. Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a "first time fix".
Transfer and follow-up of complaints root cause determination in collaboration with Global Technical ServiceWork in collaboration with Field Application Specialist develop / validate complaint resolution.
Prepare answers (text) to complaints to the attention of customers. Document rationale behind complaint resolution or analysis and register in the Complaint Management history file.
Assist the Technical Support Organization in formulating strategy and customer satisfaction programs. From time to time, the incumbent's supervisor / manager may assign additional unlisted duties / responsibilities on atemporary or regular basis depending on business needs.
Conduct all duties in compliance with Good Manufacturing Practice (GMP), Good Documentation Practice (GDP) and appropriate regulatory requirements.
Continuous desire and demonstrated ability to advance knowledge on product, is use in the marketplace andhis / her position relative to competitive products.
Demonstrate ability to utilize CRM (complaint handling tool) to review service data to interpret, propose actionsand next steps to investigate to root cause develop countermeasures and monitor for timely determination of effectiveness.
Ensure Helpline customer enquiries using telephone and web based open cases. Perfil del candidato Bachelor's degree in Engineering or similar field.
Minimum of 5years' work experience as Field Service Engineer or Technical Support Engineer in the IVD or Medical Device industry.
Fluent inSpanish, good English. Valid driver's license and passpor tand willingness to travelup to 60% of time nation-wide and 40%international-
wide., Bachelor's degree in Engineering or similar field. Minimum of 5years' work experience as Field Service Engineer or Technical Support Engineer in the IVD or Medical Device industry. Fluent in English