Role Overview

Are you an experience engineer who is looking to come off the road but still be able to use your technical knowledge?

If you answered yes I have a great opportunity for you!

We are recruiting on behalf of a world leader in the field of in vitro diagnostics who are looking for a Remote IT Customer Support Specialist to join their team in the Nordics.

The Customer Support Specialist acts as the key contact for the customer, for any incoming internal/external request to ensure high level customer experience and satisfaction. As a referent specialist in her/his field of expertise, she/he provides technical and scientific support, being key link with field activities and global functions.

This is a remote based role, ideally looking for someone who is living in Sweden and speaks Finnish with IT knowledge and an engineering background.
This will be a good move for someone who is looking to come off the road and move into a home based role but still be able to utilise their technical knowledge.

Key Duties and Responsibilities

•  Answer internal/external customer simple to complex inquiries per established guidelines
•  Lead the troubleshooting analysis, diagnose and bring the solution to customer or plan the action response, follow up and ensure customer satisfaction to avoid disruption at customer site
•  Report all event in the ERP system to guaranty traceability according company standards and regulation
•  Service work order preparations for corrective actions
•  Update installed base and knowledge base with the relevant information
•  Identify service sales leads and opportunities
•  Lead launch/implementation of new products, methodologies and processes to handle customer requests with efficiency
•  Coach new comers and act as a referent in his/her field of expertise
•  Coach for sub/cluster and act as a referent in his/her field of expertise and provide customer training
•  Participate to company transversal projects
•  Contribute to a smooth interface between field & remote activities
•  Ensure proper internal / external feedback

Person Specification

•  Ideally a background in diagnostic / medical industry in service engineering.
•  Experience in an IT based role - at ease in digital environment & IT capabilities : perfect Mastering of ERP tools and Pack Office
•  Good listener, Empathic and Assertive
•  Organized, rigorous, autonomous and able to make decision
•  Ability to analyze, manage critical inquiries & stressful situation
•  Customer & solution oriented
•  Communication skills : verbal & written
•  Field experience is mandatory at senior level and part of the career path
•  Fluent in English
•  Ideally fluent in Finnish or Swedish

Package

•  Continuous room for development
•  Full OEM product training
•  Competitive base salary
•  Bonus
•  Lunch coupons
•  25-30 day annual leave
•  Healthcare