- After Market Service
Kind of contract
Contribute to customer's satisfaction timely managing complaints and inquires coming from the market, in accordance with the procedures, providing customer support for solving the product's issue and serving as a technical-scientific reference for internal-external interlocutors.
Handle WW complaints and Inquires through our internal system. Provide adequate technical and scientific support to WW Field Force colleagues and WW Customers by answering questions regarding the application and use of DiaSorin products. Analyse the Customer's data and cooperate with Operations Dept. in order to investigate the failure and identify the corrective actions. Ensure that any complaint received is handled timely and documented in compliance with available procedures. Recognise important information and make immediate use of this information (failure risk assessment). Train Application Specialists and Distributors on troubleshooting for products failure. Ensure the yearly upgrading of training material. Ensure compliance with Ethic Code
Qualifications Experience Personal Strengths Mobility
Previous experience with IVD Customer Care, Product Support and/or Service desired but not exclusive. Proven track records in a similar position, supported by management and customer references if available. Successful engagement with customers, specifically key stakeholders and lab staff if any. IVD Products and industry knowledge (preferred). Experience and process skills of the business functions service delivery (preferred).
In Vitro Diagnostic technical experience (not only in a Customer Care role but also in a Quality Control role, Application Specialist role or similar) within a Life Science company is desired. A working knowledge of Microbiology/Virology is a plus. Excellent experience in use of analytical tools and software. Working knowledge of MS Office.
Able to follow procedures and instructions. Able to work in a team with a flexible approach. Able to provide relevant information on request by phone and emails and require assistance when needed. Excellent communication skills, both verbally and written. Excellent interpersonal skills. Ability to prioritize and integrate a proactive approach to assignments. Team player – able to work constructively with colleagues inside and outside of the department to ensure the best possible service is provided to the client at all times. Self motivated, uses own initiative and remains calm under pressure. High attention to details. Strong analytical, problem solving and decision making skills. Effective organizational and time management skills. Ability to identify and drive resolution of issues. Coaching and training skills. Logical thinker able to process complex information in a simplified manner
DiaSorin will provide appropriate training for the position in order to let the resource be able to handle the role in compliance
As for company Policy