Overview
You will support customers and field staff by providing advanced technical assistance by telephone and email on the quality control range.
Your Impact:
- Identify, troubleshoot, and resolve scientific and technical issues on the company’s product portfolio
- Perform patient / user risk assessment (Potential Adverse Event assessment)
- Respond to telephone calls, emails and requests related to Scientific & Technical support from external and internal customers.
- Support customers remotely - Implement remote access solution.
- Work with Dispatch/other to ensure cases are routed to the proper resource in order to be resolved quickly and efficiently .
- Escalate cases that require 2nd / 3rd level support
- Record, document, track, and monitor cases on a daily basis in accordance with department SOPs and guidelines to ensure compliance and timely resolutions
- Prioritize multiple issues and complete tasks in a timely and efficient manner
- Contribute to identify trend product issue
- Give feedback from customers to Sales – Service
- Identify Sales opportunity and create Sales leads in SFDC
- Perform training and help with knowledge development
- Supporting with knowledge development including facilitating training
What you bring:
- High level of scientific and technical knowledge in the relevant field of expertise
- Knowledge of PC-based computer systems, general web development, Microsoft Office Network and LIS connections. skills
- Analytic skills
- Diplomatic and strong soft skills
- Strong customer orientation, solution oriented
- Professional English.
Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.
Benefits: Bio-Rad's biggest asset is its people, and the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle. We’re proud to offer a competitive salary with a variety of benefits, including:
- 6 extra-legal holidays
- Hospitalisation insurance
- Group insurance
- Meal vouchers
- Eco vouchers
- Annual bonus
- Hybrid working model (3 days on site and 2 home office)
EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with disabilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.
Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorised by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorised to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.