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Customer Service Specialist Published on: Jun 25, 2024
Country: Spain
Location: Madrid
Job Category: After Market Service
Employment type: Regular Full Time
Diasorin is a global leader in diagnostic solutions, pushing the boundaries of science and technology to create cutting-edge tools that improve healthcare worldwide. With a legacy spanning over 50 years, we've earned our reputation for excellence by developing innovative diagnostic assays and instruments that are trusted by healthcare providers around the world. Our broad offering of diagnostic tests and Licensed Technology solutions, made available thanks to ongoing investments in research, positions us as the player with the widest range of specialty solutions in the sector and identifies us as the "Diagnostics Specialist." Why Join Diasorin? Impactful Work: When you join Diasorin, you become part of a team that's dedicated to improving lives. Your contributions will directly impact patient care, making a meaningful difference in the world. Global Reach & Innovation: Our work transcends borders. Joining Diasorin means collaborating with colleagues from all over the world, expanding your horizons, and contributing to global healthcare solutions at the forefront of the diagnostic industry. Diverse and Inclusive Culture: We believe in the strength of diversity, and our inclusive culture reflects this commitment. We value your unique perspective and offer a supportive, collaborative environment where everyone can thrive. Join Our Team: If you're passionate about innovation, diversity, and making a positive impact on healthcare, Diasorin is the place for you. We're looking for passionate and talented individuals who are ready to embrace new challenges and drive healthcare solutions forward. Are you ready to be part of a dynamic team that's shaping the future of diagnostics? Join Diasorin and become a catalyst for change in the world of healthcare. Apply today and be a part of our exciting journey toward a healthier, more connected world. Together, we can make an impact! Job Scope
Receiving complaints and inquiries from customers, partners, and distributors for all Diasorin supported products by telephone, email, et.
Provide remote resolution where possible for a quick response to incidents received by customers.
Documenting all customer communications, triage complaints as required, and lead investigations for issue resolution.
Maintaining of the Install base, Knowledge Management database, and all administrative duties associated with Technical Support.
Management of spare parts associated with car stocks and country stocks.
Support in monitoring and closing of WOs completed by the Field Service Engineer's in the corporate tools.
Key Duties and Responsibilities
Demonstrate dedication to high quality customer service.
Ensure customer satisfaction by receiving assay, hardware, and software complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution.
Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity.
Responsible for managing workload and scheduling to ensure goals and deadlines are met.
Document all customer calls, emails, and interactions in the call center database.
Contribute to the Knowledge Management database with the use, creation, and editing of WOs.
Coordinate with other departments (Sales, FSE, FAS, QA, RA) for customer management and issue resolution
On-call responsibilities for Portugal and Spain
Adherence to goals/competencies program to ensure individual and department goals are met.
Education, Experience, and Qualifications
Degree in Biology, Molecular Biology, or similar discipline with 2-4 years related experience, or an equivalent combination of education and related work experience.
Solid working knowledge of laboratory processes and procedures
Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities.
Customer Service experience required.
Ability to communicate clearly and professionally, in verbal and written format, important.
Ability to work independently and as part of a team.
Be a native speaker or speak Portuguese (mandatory).
Fluent in Spanish and English.
Must work onsite at Diasorin office (Alcobendas, Madrid).
Work is normally performed in a typical office environment.
Work situations include working in teams and independently; making judgments and decisions
What we offer
Receive a competitive salary and benefits package as you grow your career at DiaSorin. Join our team and discover how your work can impact the lives of people all over the world.
Diasorin is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and Canada and to complete the required employment eligibility verification document form upon hire. Diasorin is committed to providing reasonable accommodations for qualified individuals with disabilities. If you are a US or Canada candidate and require assistance or accommodation during the application process, please contact the North America Talent Acquisition Team at ****** or 1-800-328-1482 to request an accommodation. The above job description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Diasorin reserves the right to modify or amend this job posting as needed to comply with local laws and regulations. Please note that offers of employment at Diasorin may be contingent upon successful completion of a pre-employment background check and drug screen, subject to applicable laws and regulations. This position is not eligible for partnership with a third-party search firm vendor without expressed, written consent from the Diasorin Human Resources Department.
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