The role of the Technical Service Coordinator Benelux is the responsibility to provide planning, coordination and first line technical assistance and training to internal and external customers to ensure the delivering overall superior service and support to the customers within the Benelux . The Technical Service Coordinator works closely together with the Technical Service Engineers, product managers and the sales force, the TS COORDINATOR reports to the Technical Department Manager and communicates on a regular basis to ensure an excellent follow up on open service requests.
Responsibility 1 – First line HELP DESK Technical Support. Provide superior technical support and service to the customer base. The Technical Service Coordinator functions as a first line help-desk technical support persons and answers telephone calls and e-mail messages from customers seeking guidance on technical problems. They need to find out the cause of the problem immediately. They should be able to explain the ways of solving the problems, step by step, patiently.
Responsibility 2 – COORDINATING & PLANNING. Creates and manages on a daily basis the planning and agenda of the Technical Service Team implementing the routine and ad hoc servicing reported through either service contract arrangements and/or phone calls from customers
3 – DATA Management. Use
available software and processes for tracking, measuring the technical support
provided at customers sites and enhance the technical
support function, including workflow, incident and customer relation management.
Responsibility 4 – COMMUNICATION. Manage, develop and communicate all findings and information from a technical perspective to ensure an excellent follow up from all team members towards projects/installations/sales & marketing.
Responsibility 5 - Technical Support ASSISTANCE. Assist in providing superior technical support and service to the customer base. Interface with the field, sales and service organization and directly with the customer base on technical, critical escalations and resolution. Implement formal feedback mechanisms for incidents, causes, and resolutions and report frequently to the Technical Department Manager. Spend at maximum 10% of the time at customer sites, at least 90% should be spent at internal assistance, troubleshooting and refurbishing.
Business Skills: Able to understand the impact of his/her product(s) and services on profit and loss calculations and basic business finance.
Specific Job Skills: Results orientation. Critical thinking and problem solving. Technical knowhow in a medical device and lab
Computer skills: Must be adept in use of general MS Office, internet, email and in-house specific computer software. Extensive expertise in using metrics to measure the effectiveness of technical support within the organization.
Personality: Problem solver. Self-driven, results-oriented with a positive outlook, and a clear focus on high quality technical service. Reliable, tolerant, and determined. Empathic and excellent communicator, able to see things from the other person's point of view and interests. Well-presented and businesslike. Sufficiently mobile and flexible to travel (within EU) Keen for new experience, responsibility and accountability. Able to get on with others and be a team-player. Able to commute reliably to customer sites. Able to work extended hours on occasions when required.
Mariam Sbihi 0470 98 10 39