Adecco Medical & Science is searching for an HELPDESK KNOWLEDGE SPECIALIST (HDS)
to respond to inbound, routine and equipment related telephone enquiries from Customer Care and/or customers regarding products, services, and other customer support related question.
Escalate calls to 2nd level support specialists if more in depth equipment related knowledge required.
To log calls and update customer account records. If FSE intervention is necessary, share information with dispatching team.
1st level response to incoming calls from customers:
- Answer and handle customer calls (phone/email), prioritize according to job type or instrument type
- Diagnose problem, provide troubleshooting to customer per phone and try to fix it per phone
- Record activities
- Determine if a visit from an FSE and/or FSS or spares is required and coordinate with dispatch. Co-dispatch if required.
- Enter data into service notifications previously generated by Customer Care.
- Identify any required spare parts and reagents and perform related activities (co-ordinate with dispatcher) in order to facilitate the timely completion of on-site and in-house service repairs.
- Escalate case to local specialist or to level 2 helpdesk specialist if more in depth support is required
- Actively support the sale of service contracts, assist sales representatives and service engineers with system configurations and upgrades, and provide input on ways to improve performance (financial, product) in order to generate service revenue.
Requirements:
- Bachelors degree in Life Sciences or comparable expertise Knowledge of IHC, ISH and Lab Automation;
- At least 3 years experience in a customer service in immunohistochemistry or similar;
- Ability to comprehend scientific applications/markets
Knowledge of MS office + Lotus Notes Knowledge of SAP
- Fluency in English
Permanent contract.
