Technical Product Support Specialist , Nordic - Hørsholm
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Hørsholm
The Company
Is a leading family owned Life Science Company founded in Germany. The company counts more than 3,000 employees worldwide.
The company has subsidiaries in 26 countries and is represented in all other markets by distributors, and sells instruments, consumables, and services for liquid-, sample-, and cell handling in laboratories worldwide.
The product range includes pipettes and automated pipetting systems, dispensers, centrifuges, mixers, spectrometers, and DNA amplification equipment as well as ultra-low temperature freezers, fermentors, bioreactors, CO2 incubators, shakers, and cell manipulation systems. Consumables such as pipette tips, test tubes, microtiter plates, and single-use bioreactor vessels complement the range of highest-quality premium products.
Quality, reliability, experience, innovation — are the main values of the Company
They are committed to professionalism, flexibility and individuality in partnerships.
The Nordic Business
Was established in 2002, and the main goal is to be the expert partner in life science laboratories.
Working for this Company, you are part of a professional, exciting and challenging environment with customer-focused processes, innovative technologies as well as premium products and services. They are continuously aware of the ambitions, competencies and motivation of each employee. This enables them to have the right person at the right place within the organization. They grant you the possibility to develop yourself with a scope of creativity in an interdisciplinary team. Joining them means having a complete bundle of products, colleagues, managers and rules of conduct for which you can be proud of.
The Position
We are looking for a talented Technical Product Support Specialist, to take on the responsibility of being first point-of-contact for unspecified technical customer enquiries and distribute enquiries to Service, Sales and Application.
As Technical Product Support Specialist, you report to the Head of Service within the regional Service organization, and operate in a matrix, as part of both the Market Region and the Service organization. You become part of a team of counting one colleague based in Holland, another in the UK, and yourself in Denmark (Hørsholm). The team meets regularly and has created a strong teamspirit cross borders.
You will report directly to the Technical Product Support Team Leader Northern Europe, based in the UK. The team covers Scandinavia, Benelux, UK and Ireland, and is responsible for product-related customer support to sales reps and end-users, and training of end-users in cooperation with Sales and Service.
You will be serving customers of multiple cultures, frequently requiring different approaches or answering different type of questions depending on the country.
The role will require some travelling, 20-30 days per year, is to be expected.
Tasks
As Technical Product Support Specialist, you will use your strong technical knowhow, personal expertise and your communication skills to build a solid relationship towards the customers and your colleagues.
Your main areas of responsibility and tasks will be:
Act as first point-of-contact for unspecified technical customer enquiries and distribute enquiries to Service, Sales and Application, as necessary Answer detailed, technical customer questions related to product configuration and initiate customer service when issue requires elevation Triage between Service, Sales and Application support Provide support for sales representatives on detailed product-related queries Manage product-related complaints Investigate systematic product issues (e.g., software issues, pipette sticky piston issue) and work with Service Team to get in-depth data from the end user Communicate product related issues to the regional Head of Service and Product Life Cycle Manager within the Business Unit Execute corrective action for non-critical issues together with the Service Team, (including getting relevant information from company headquarters, checking inventory levels and revision version, creating catalog numbers, discussing stocking needs etc.) Coordinate and execute product recalls, including coordinating with lawyers (in coordination with Area Head / Zone Director), providing information for BOD meetings and quarterly reports, executing the product recall with end-customers, dealers and local authorities Support Sales process with technical expertise, e.g. participation in trade shows, product demonstrations and customer trainings Coordinate with Service and/or Sales to visit end-customers (where and when applicable) to assist in providing support as required Execute training for end-users in coordination with Service and Sales Complete training and provide end-user training certificates Execute training for dealers
Act as first point-of-contact for unspecified technical customer enquiries and distribute enquiries to Service, Sales and Application, as necessary
Answer detailed, technical customer questions related to product configuration and initiate customer service when issue requires elevation
Triage between Service, Sales and Application support
Provide support for sales representatives on detailed product-related queries
Manage product-related complaints
Investigate systematic product issues (e.g., software issues, pipette sticky piston issue) and work with Service Team to get in-depth data from the end user
Communicate product related issues to the regional Head of Service and Product Life Cycle Manager within the Business Unit
Execute corrective action for non-critical issues together with the Service Team, (including getting relevant information from company headquarters, checking inventory levels and revision version, creating catalog numbers, discussing stocking needs etc.)
Coordinate and execute product recalls, including coordinating with lawyers (in coordination with Area Head / Zone Director), providing information for BOD meetings and quarterly reports, executing the product recall with end-customers, dealers and local authorities
Support Sales process with technical expertise, e.g. participation in trade shows, product demonstrations and customer trainings
Coordinate with Service and/or Sales to visit end-customers (where and when applicable) to assist in providing support as required
Execute training for end-users in coordination with Service and Sales
Complete training and provide end-user training certificates
The Candidate
The primary key to success in this job is your personality and attitude - being able to communicate technical messages, being solution oriented, proactive, and service minded.
The Candidate
General expectations of competences and experience
A Bachelor’s Degree in Sciences, Engineering or related subject. Professional experience in the field of technical product support, or equivalent combination of education and work experience.
Work experience from the Life science industry is considered an advantage.
Experience with CRM systems Experience in project management Fluent in Danish and English Scandinavian language skills are considered an advantage
Experience with CRM systems
Experience in project management
Fluent in Danish and English
Personal qualifications
Communicative strong Social and service minded Positive mindset and solution oriented Decisive – not afraid of making decisions Structured in your way of working Self driven and independent Professional in your approach Relevant experience in handling technical queries in a laboratory equipment manufacturer
Communicative strong
Social and service minded
Positive mindset and solution oriented
Decisive – not afraid of making decisions
Structured in your way of working
Self driven and independent
Professional in your approach
Please note that due to GDPR rules we do not accept applications/CV via e-mail.
Ansøg dette job
Is a leading family owned Life Science Company founded in Germany. The company counts more than 3,000 employees worldwide.
The company has subsidiaries in 26 countries and is represented in all other markets by distributors, and sells instruments, consumables, and services for liquid-, sample-, and cell handling in laboratories worldwide.
The product range includes pipettes and automated pipetting systems, dispensers, centrifuges, mixers, spectrometers, and DNA amplification equipment as well as ultra-low temperature freezers, fermentors, bioreactors, CO2 incubators, shakers, and cell manipulation systems. Consumables such as pipette tips, test tubes, microtiter plates, and single-use bioreactor vessels complement the range of highest-quality premium products.
Quality, reliability, experience, innovation — are the main values of the Company
They are committed to professionalism, flexibility and individuality in partnerships.
The Nordic Business
Was established in 2002, and the main goal is to be the expert partner in life science laboratories.
Working for this Company, you are part of a professional, exciting and challenging environment with customer-focused processes, innovative technologies as well as premium products and services. They are continuously aware of the ambitions, competencies and motivation of each employee. This enables them to have the right person at the right place within the organization. They grant you the possibility to develop yourself with a scope of creativity in an interdisciplinary team. Joining them means having a complete bundle of products, colleagues, managers and rules of conduct for which you can be proud of.
The Position
We are looking for a talented Technical Product Support Specialist, to take on the responsibility of being first point-of-contact for unspecified technical customer enquiries and distribute enquiries to Service, Sales and Application.
As Technical Product Support Specialist, you report to the Head of Service within the regional Service organization, and operate in a matrix, as part of both the Market Region and the Service organization. You become part of a team of counting one colleague based in Holland, another in the UK, and yourself in Denmark (Hørsholm). The team meets regularly and has created a strong teamspirit cross borders.
You will report directly to the Technical Product Support Team Leader Northern Europe, based in the UK. The team covers Scandinavia, Benelux, UK and Ireland, and is responsible for product-related customer support to sales reps and end-users, and training of end-users in cooperation with Sales and Service.
You will be serving customers of multiple cultures, frequently requiring different approaches or answering different type of questions depending on the country.
The role will require some travelling, 20-30 days per year, is to be expected.
Tasks
As Technical Product Support Specialist, you will use your strong technical knowhow, personal expertise and your communication skills to build a solid relationship towards the customers and your colleagues.
Your main areas of responsibility and tasks will be:
Act as first point-of-contact for unspecified technical customer enquiries and distribute enquiries to Service, Sales and Application, as necessary
Answer detailed, technical customer questions related to product configuration and initiate customer service when issue requires elevation
Triage between Service, Sales and Application support
Provide support for sales representatives on detailed product-related queries
Manage product-related complaints
Investigate systematic product issues (e.g., software issues, pipette sticky piston issue) and work with Service Team to get in-depth data from the end user
Communicate product related issues to the regional Head of Service and Product Life Cycle Manager within the Business Unit
Execute corrective action for non-critical issues together with the Service Team, (including getting relevant information from company headquarters, checking inventory levels and revision version, creating catalog numbers, discussing stocking needs etc.)
Coordinate and execute product recalls, including coordinating with lawyers (in coordination with Area Head / Zone Director), providing information for BOD meetings and quarterly reports, executing the product recall with end-customers, dealers and local authorities
Support Sales process with technical expertise, e.g. participation in trade shows, product demonstrations and customer trainings
Coordinate with Service and/or Sales to visit end-customers (where and when applicable) to assist in providing support as required
Execute training for end-users in coordination with Service and Sales
Complete training and provide end-user training certificates
The Candidate
The primary key to success in this job is your personality and attitude - being able to communicate technical messages, being solution oriented, proactive, and service minded.
The Candidate
General expectations of competences and experience
A Bachelor’s Degree in Sciences, Engineering or related subject. Professional experience in the field of technical product support, or equivalent combination of education and work experience.
Work experience from the Life science industry is considered an advantage.
Experience with CRM systems
Experience in project management
Fluent in Danish and English
Personal qualifications
Communicative strong
Social and service minded
Positive mindset and solution oriented
Decisive – not afraid of making decisions
Structured in your way of working
Self driven and independent
Professional in your approach
Please note that due to GDPR rules we do not accept applications/CV via e-mail.
Ansøg dette job
Information og data
Denne ledige stilling har jobtypen "Produktspecialist", og befinder sig i kategorien "Kommunikation, marketing, salg".
Arbejdsstedet er beliggende i Hørsholm.
Jobbet er oprettet på vores service den 19.6.2019, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Produktspecialist
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