BioMérieux
Job title:
In House Customer support – Application Specialist
Company:
BioMérieux
Job description
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, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 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.
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
bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.
Expected salary
Location
Bruxelles
Job date
Wed, 13 Mar 2024 08:10:32 GMT
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