What are the responsibilities and job description for the Customer Technical Support position at Bio-Rad Laboratories, Inc.?
Overview
English Speaking Customer Technical Support Representative
In this role, the Customer Technical Support colleague will provide timely and accurate advanced Scientific and Technical email, phone and remote support on a broad range of systems, reagents and software, primarily of the Quality Control, Diabetes and Life Science product lines. It will include troubleshooting and instruction to Bio-Rad customers & Channel Partners from East Europe, Middle-East & Africa to deliver an excellent customer support. The successful candidate will be responsible for fulfilling specific targets and also for contributing to smooth running of the day to day support operation.
How You’ll Make an Impact:
- Identify, troubleshoot and resolve technical problems on the company’s QC, Diabetes and Immunohematology product portfolio and follow a standard complaint handling procedure according our and local regulations
- Respond to phone calls, emails, and requests from external and internal customer
- Support customer remotely and implement remote access solutions, document, track and monitor cases on a daily basis to ensure compliance and timely resolutions in our service database
- Perform patient/user risk assessment
- Work with clinical instruments of remote access to the software of the user’s devices to eliminate problems in the operation of the equipment
- Work with product specialists in case of complex technical problems
- Prioritize multiple issues and complete tasks in a timely and efficient manner
What You Bring:
- Education: Master degree in Biomedical, Medical, Biological or a comparable qualification
- At least 1-2 years of experience in a hospital laboratory or IVD company
- Experience with QC materials, statistics and common Office tools, SalesForce, Service Max etc.
- Excellent communication skills in English language
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 variety of options, including:
- Life and accident insurance,
- Private Health Care Services – unlimited examinations, checkups in numerous specialties free of charge
- Competitive salary and cafeteria
- 100% commuting allowance for non Budapest residents
- Annual bonus
- Annual salary review
- Marriage and childbirth allowance
- School start allowance
- Loyalty award
- Employee Referral Program with remarkable referral bonus
- All You Can Move contract possibility/gym facility discount
- Hybrid working model (3 days onsite and 2 days home office. Our office is located in Budapest, Futó u. 47, 1082)
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