AdresAbout the organization
Abbott is a global leader in in vitro diagnostics and offers a broad range of innovative instrument systems and tests for hospitals, reference labs, blood banks and clinics. Our products offer automation, convenience, cost-effectiveness and flexibility. Abbott has helped transform the practice of medical diagnosis from an art to a science, helping to create the modern diagnostics industry through the company's commitment to improving patient care and lowering overall costs.
Customer Support Center SpecialistBenelux
Core Diagnostics Europe offers the position Customer Support Center Specialist Benelux. This team operates from the Wavre office in Belgium and is focused on supporting Belux customers mainly by phone. Within this role it is possible to work from home two days a week.
Primary objective of the position
The Customer Support Center Specialist Benelux is responsible for:
Providing customer telephone and remote support for assay application, systems, and instrument support within the Benelux.
Delivery of customer operator training and coaching in Abbott training facilities and onsite and providing on-site assay implementation, application support, and application troubleshooting.
Design and implementation of Benelux Customer Support Center team process improvement initiatives.
Major accountabilities
Provide customers with assay, application, systems and instrument support by telephone, e-mail or online media.
Perform on-site assay investigation, troubleshooting and operator coaching.
Deliver customer operator training in Abbott facilities or on-site.
Perform new instrument and assay implementations.
Complete all required contact documentation to assure compliance with Abbott quality, regulatory and service & support procedures, and processes.
Success in this role is measured by customer satisfaction score (NPS), support key performance indicators achievement and resolution rates.
Educational background
Bachelors degree or equivalent experience (preferably in a lab) is required. Degree in biology / biotechnology / chemistry / medical / electrical / mechanical or medical technology is preferred.
Requirements / Work experience
Proven track record in a similar position supported by management and customer references
Successful engagement with customers, specifically lab staff
Strong communication skills, influencing
Technical expert for product line responsibility
Strong experience in use of analytical tools and software
Strong language skills: French, Dutch & English
