You provide internal and external customer with technical & application support (life sciences).
Log all customer interactions for complaints handling and visibility.Increase the perception of the company, the products and service in front of the customers.
Provide internal and external customer with excellent technical support.
Via telephone, e-mail, remote control, to support our product for technical and application issues.
Liaise with instrument service, customer service and sales.
Log each customer contact / interaction in the Service database.
Raise cases , if it necessaryraisework order for the field service engineers and ensure all information are accurate and available
osends all paper documentation to the customers,
oPractical trouble shooting in the workshop or office lab
ohelp users to work with our products,
ohelp to resolve all the issues with systems, software
oraise cases , escalations
Active communication with the sales
ofor new business opportunities
oinform sales reps if any commercial risk will appear
odecide to block the product if any huge and risky problem will arise, analyse the claim and provide a report to the specific department (eg.
second level for some divisions)
oKeep customer database up to date
oTo keep updated on product trainings
oTo keep updated on troubleshooting
oRaise cases and inform service about upcoming work orders