Service Specialist

Job Summary

The Service Specialist will take care to ensuring quality and efficiency of the service offered to support the business lines which is responsible in order to ensure customer satisfaction and at the same time guarantee the achievement of the company objective.

Key Accountabilities

• Guarantee better quality and performance of the analytical systems
• Ensure the continuous training of the FSE and Agencies mainly with service trainings and periodic updates according to the needs of the product and the installation base
• Ensure adequate manufacturer / supplier relationships to maintain and develop the quality of the products
• Periodically participate in the service training of the manufacturer / supplier to keep one’s skills up to date on all the technical product innovations (new analytical systems, development of the devices, updates)
• Proactive support in the management of customer / instrument critical issues
• Define the adequate level of spare parts inventory when introducing new analitycal system models on the market, in coordination with the planner
• Support the activity of the FSE and Agencies through company tools and if needed assist the field staff locally
• Periodically verify and share activity to coordinate the continuous updating of analytical systems ( hardware and software )
• Interfacing with QA for complaint management
• Develop and maintain constantly updated the repository database which contains technical documentation, manual and instrument software
• Periodically elaborate the quality index of the analytical systems (reliability, management costs) and promote actions to optimize the performance
• Define the service needs for the product lines of its competence
• Discuss and share with Help Line cases of particular complexity and urgency

Networking/Key relationships

• FSE and Service Agencies
• Service Area Manager
• Help Line
• Customer
• Sales Rep.
• Business Line Manager
• Area Managers
• Application Specialists
• IT Diagnostioc Operation and Solution
• Customers
• WW Service Organization
• Suppliers

Minimum Knowledge & Experience required for the position

• Academic Degree or Bachelor’s degree in biomedical or mechanichal engineering
• At least 2 years’ experience in the same role within an IVD company operating in an international context
• Informatic
• Electronic
• Business organization knowledge (roles, processes, etc…)
• SAP
• Office
• Project management
• Fluent English

Skills & Capabilities

• Planning and organization skillsCommunication and listening
• Team work and cooperation
• Proactivity
• Problem Solving
• Systemic vision
• Analytical thinking
• Flexibility / adaptability

Travel requirements

Up to 30% of time is required