Engineering IT Management & Business Others Marketing and PR Other Science and Tech
1 - 3 Years
January 19, 2020
Product Support Specialist
As a Product Support Specialist (full time), you provide product related support for products Thermo Fisher Scientific sells and services by answering our customers technical enquiries.
Enquiries may be received via telephone or email.
You act as a conduit for finding an answer for our B2B customers, building trust in the business unit and therefore improving the likelihood for purchasing from us. You work in a small team of highly motivated Product Support Specialists, closely collaborating on tackling all those challenges.
The Product Support Specialist reports to the Customer Service Supervisor. You will be based in the office of Landsmeer, near Amsterdam.
You actively seek specialist knowledge of your primary and secondary business units through regular interaction with stakeholder departments and suppliers. In addition, you can help out team members with a variety of responsibilities.
Provide customers clear and timely product support.
You own product related issues in accordance with agreed internal guidelines, escalating on-going complaints to the Customer Service Supervisor Product Support.
Take part in training for (new) products, support product training for for colleagues.
Ensure the right technical documentation is provided to customers to agreed SLA’s
You work collaboratively with all internal stakeholders to deliver customer-centric solutions. Knowing where to get your answer or appropriate assistance is an important part.
You are a customer advocate, passionately supporting their needs and ensuring their views and concerns are captured, resolved and escalated.
Interest in continuously improving the processes you work with as well as how you deliver service to the customers, using defined company methodology.
Effectively plans and prioritizes workload on a daily basis to avoid backlogs, ensuring that the supervisor is made aware if any challenges arise.
Skills and expertise
Nice to have: experience with product support and/or customer service experience.
Relevant scientific experience in these areas (but not limited to) laboratory research, (micro)biology, biochemistry or chemistry.
You are strong in analyzing issues and focused on finding solutions.
Fluent in English (written and verbal) and French. Dutch is nice to have.
Excellent in communication, adaptable, eager to learn.