BackPosted on 29/06/2016
Technical Support Center Specialist Flow Cytometry
Full time |
Salary type not mentioned
Salary not mentioned |
Technical Support Center Specialist – Flow Cytometry
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Randstad professionals: a reliable partner in recruiting ICT, Life Sciences, engineer, HR and Finance specialists. Our client is a global medical technology company with a focus on the improvement of medical discovery, diagnostics and the delivery of care. They provide innovative solutions that help advance cellular studies and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes.
As Technical Support Center Specialist, you will deliver technical support to customers using phone and email
channels: you will function as the point of contact for customers in case of hardware and software support requests on
BD Biosciences Flow Cytometers. In this role, you will conduct real-time diagnosis and troubleshooting relying on
verbal communication and remote desktop management. If a solution can't be found, you will route the problem to the
field based organization.
You will be part of the North-West Europe Technical Support Center and operate within a multicultural team. You will
report to the European Customer Support Center Manager.
You will function as the first point of contact for the customer by answering questions, responding to emails and phone calls and delivering first line support through remote instructions and guidance.
You will escalate the problem in case helpdesk can't offer a solution.
You will track, record and document all technical enquiries from customers and prospective customers into the BD systems and thoroughly record problem description, analysis & resolution in order to maintain all relevant information and to create an efficient and effective service to the customer.
You will develop and maintain the existing troubleshooting database and help desk guidelines, procedures and policies by reviewing all help desk documentation (such as technical service bulletins and problem resolution flowcharts).
You will work closely with the regional Planning & Dispatching function to route the customer problem by providing all necessary information to allow quick and efficient problem management.
You will support the engineer in the execution of the on-site repair by recommending precautionary spare parts.
You will provide the local Sales Representative, Application Specialist & Field Service
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