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Assistant(e) Téléphonique Clients - Diabète/HPLC - CDI - France  

Bio-Rad (company)

Posted on : 10 April 2017

Project Description

Tracking Code
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 letters

2-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.
  • 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
2004 FRA ECTS DBU HP(20905)
Position Type