Beschreibung
Aufgabe:Provides technical support for Life Technologies products and
services by answering customer technical
inquiries. Inquiries may be received via telephone, email, fax
or mail, with each rep managing on average a minimum of 25
inquiries including phone calls and written enquires per
working day.
Provides complete customer support on technical issues
by utilizing all available resources. Escalates issues or
problems when warranted.
Demonstrates proficiency in using all required computer
systems and databases.
Records and manages customer complaints on technical
and quality issues. Troubleshoots, provides advice or
solutions to problems, and arranges credits or
replacement products as required. Participates in analysing
complaint information to assist in complaint trending, and
identification of potential quality issues.
Tracks product related issues and escalates issues when
needed.
Participates in customer notifications on product quality issues
as required.
Works with CRM (Customer Relationship Management)
system to build a strong customer database and assist our Sales
partners by identifying, recording and escalating opportunities
to generate revenue.
Develops technological and product expertise within one
or more key business areas while staying up to date in all of
the company?s business areas.
Contributes to departmental and team meetings.
Participates in team tasks, including, but not limited to,
complaint analysis, customer surveys, Voice of Customer
reports etc.
May be required to perform other related duties as required
and/or assigned.
Anforderung:
Position determines own practices and procedures and contributes to the development of new concepts. Performs duties independently with only limited direction given. Job encounters recurring work situations with occasional variations from the norm, involving a moderate to high degree of
complexity. Decisions are made within policy constraints.
Occasionally, situations may warrant action outside of company guidelines, in which case representative is encouraged to share solution with Team Leader prior to action. Erroneous decisions
may lead to customer dissatisfaction and/or increased costs for the company. Normally receives little instruction on routine work, general instructions on new assignments.
Requires a B.Sc. In molecular biology or similar field. A Ph.D. or equivalent experience is preferred. In addition, bilingual reps fluent in English and French as their mother tongue are strongly preferred. German and English sufficient.
Wünschenswert:
Experience desired:
Minimum 3 years related laboratory experience required.
Ability to demonstrate proficiency in using computer systems
and databases required for daily work.
Proven ability to quickly learn large amounts of new,
complex technical information required.
Demonstrated ability to effectively communicate, both orally
and in writing, to customers and colleagues is required.
Ability to manage multiple priorities required; problemsolving
ability required.
Computer literacy, including spreadsheet, database, and word
processing applications as well as the Internet required.
Prior experience in customer service is preferred.
Contacts:
Technical Services Rep I has contact with internal and external
customers on a daily basis. May serve on cross-functional teams
to provide expertise and to represent customer perspective and
needs.
Beginn: asap
Dauer: unbegrenzt
Branche: Medizin/Healthcare