Customer Service Expert
Job Summary
As a Customer Service Expert, you will act as a strategic partner to healthcare providers to ensure optimal use of diagnostic solutions. You will provide both on-site and remote technical and application support for diagnostic instruments. This role focuses on maintenance, troubleshooting, and continuous value delivery to maintain high customer satisfaction.
Responsibilities
- Perform diagnostic instrument installations, maintenance, and repairs.
- Troubleshoot technical and application-related issues on-site and remotely.
- Manage customer accounts and resolve technical inquiries.
- Develop and deliver technical training programs.
- Coordinate with cross-functional teams for workflow optimization and product evaluations.
Required Skills
- Bachelor's degree in Biomedical Engineering or Medical Technology.
- 5+ years of experience in customer service engineering or application support.
- Strong understanding of laboratory workflows and diagnostic technologies.
- Excellent communication and project management skills.
- Analytical mindset with strong problem-solving and teamwork abilities.
Job Details
Your role:
Technical Support responsibilities
- Perform installations, start-ups, maintenance, repairs, and updates of products within your area of expertise.
- Communicate and accept operative advice from the Customer Care Center.
- Follow service processes and ensure optimal performance in all activities.
- Escalate incidents to the Regional Services Operation (RSO) according to defined parameters.
- Inform Customer Care Center on all escalation issues timely.
- Report customer complaints with proper documentation and follow up until resolution.
- Ensure the proper use of tools and test equipment.
- Comply with national and local regulations, safety standards, and operational guidelines.
- Maintain high customer satisfaction and productivity using technology, Smart Remote Services (SRS), AI, and upskilling.
Application Support responsibilities
- Provide comprehensive technical support on-site and online for the DX Product Portfolio.
- Troubleshoot and resolve application-related issues; escalate unresolved issues and monitor corrective actions.
- Serve as a key point of contact for assigned customer accounts regarding technical issues.
- Develop and deliver tailored training programs for internal and external customers.
- Provide application-related support for new installation projects, including configuring instruments, performing Method Validation studies, and workflow optimization.
- Collaborate with Sales, Marketing, and Engineering teams to achieve high-quality installations, perform product evaluations, and execute assay conversions.