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Assistant(e) T Marnes-la-Coquette France,  

Posted on : 10 April 2017

Project Description

Tracking Code MAGCO/2017-096 Job Description Main mission: • Receive phone calls from clients and / or subsidiaries representatives, as well as written requests. • Assist the user in the implementation of BioRad products (focused on Diabetes and HPLC products)• Provide an answer and solution to customer complaints to guarantee a customer satisfaction.   Main activities: 1-To Manage the customer technical complaints • Identify the customer, the need, and the product• Ensure the traceability of claims• Assist the user in the implementation of Bio-rad products, help the customer to solve incidents related to reagents, software or machines. To make a remote maintenance if possible.• To valorize the company, its products and services with the customer• Send to customer some documents: notices, procedures or standard letters2-Alert the services concerned and trigger their possible action• Alert the relevant departments within the company to any failure or defect of any Bio-rad products or services according to the procedures• Initiate corrective actions if necessary (AQ site, Support, marketing) through reports• Analyze complaints and make synthesis for other services, maintain knowledge and technical and scientific know-how.• Initiate Quarantine or Technical Alerts in the event of a serious or recurring problem• Decide and trigger an after-sales service if the customer can not solve an instrumentation problem• Alert the Product Specialist if there is a suspected application problem or if there is a commercial risk.• Initiate an intervention if the customer can not resolve a software problem or a phone setting.   Skills: Degree in Biology  Experience in hotline, or customer phone support or maintenance Knowledge in Diabetes and HPLC. English very good customer relationship A sense of service, an analytical mind Job Location MARNES-LA-COQUETTE, , France Department 2004 FRA ECTS DBU HP(20905) Position Type Full-Time/Regular



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