We are currently looking for a
Application Support Expert
(m/f/d)
As an Application Support Expert you are responsible for providing customer support for assay application, systems and instrument support.
You provide new and existing customers with the best possible service in relation to product service requests, suggestions and complaints.
Moreover, you go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.
This position reports into the Senior Customer Support Manager and is based in Tessenderlo, Belgium.
Your responsibilities
- Provide new and existing customers with the best possible service in relation to product service requests, suggestions and complaints Resolve customer inquiries and complaints fairly and effectively
- Complete all required contact documentation to assure compliance with Tosoh quality, regulatory and service & support procedures and processes
- Success in this role is measured by customer satisfaction score), support key performance indicators achievement and resolution rates
- Develop organization initiatives to proactively inform and educate customers
- Develop improvement plans in response to customer surveys
- Coordination of complaints line: AIA
- In depth complaint handling & analysis
- Handling of special projects arising from customer issues/requests
- Application training (trouble shooting, interpretation of results)
- Back-up hands-on training
- Assistance in the field: for technical issues (including user group meetings)
- Hands-on complaints if required
- Monthly report on AIA/HPLC complaints
- Regular reporting on special projects
- Discussion of technical/application issues with Product Experts
- Manage administrative functions in compliance with standard deadlines
- Ensure compliance with the Code of Ethics, the Quality Management System, the Company Policies and the Corporate Procedures
Your Profile:
- Bachelor or Master Degree in Science.
- Initial experience in Clinical Diagnostics.
- Willingness to travel occasionally.
Personal Skills:
- Strong analytical & problem solving skills
- Fluency in English is mandatory, every additional language is welcome.
- Customer-oriented attitutde
Our offer:
- A challenging position in a great and international team with an effective and energetic work atmosphere.
- The ability to work autonomously in a flexible and innovative environment, directly contributing to customer satisfaction and ultimately, business success.
- An attractive salary package, including extra-legal benefits
Feeling up for the challenge? Send your application to [email protected] mentioning ASE_2023 in the subject.