Country: Italy
Location: Milan, Italy
Department: Customer Support EEMEA
This position reports to: Lab Application Manager EEMEA
Job Summary
This position ensures an excellent level of consultancy and support to our partners and affiliates within the EEMEA area by providing application training, technical product information updates, second level of application support, troubleshooting and on-site activities on key strategic markets.
Key Accountabilities
• Provide both theoretical and practical application training to EEMEA partners and other stakeholders.
• Provide phone, email, and on-site second level of application support and troubleshooting to distributors. According to EEMEA policy, provide on-site application support to our partners for any first installation in their countries.
• Coordinate with distributors to support customers. Organize regular visits to selected countries to provide support to our partners. Support distributors and affiliates with a consultancy approach in organizing and improving their local application structure and capabilities.
• Adopt and implement Corporate support initiatives into EEMEA reality. Define KPIs to keep excellence application level to our customers and partners.
• Act as primary contact for the troubleshooting of quality and performance issues, open and follow up complaints when applicable, and escalate to the SBU when needed.
• Cooperate with other internal representatives to support EEMEA and Company’s commercial strategy including the support of IT solution implementation.
• Share technical product information updates with all pertinent stakeholders. Regularly upload and update internal communication channels with relevant documentation such as operator manuals, product information and other relevant materials and resources to technically support distributors and affiliates.
• Organize support meetings and conference calls with our partners and affiliates to share information and align main application strategies and actions. Keep EEMEA internal team and management updated on key support projects, actions and initiatives.
• Attend international meetings to remain current on technical updates, best practices, application strategy and corporate projects.
• Eventually, support our partners specially from non-zero distance countries on tenders technical specifications and other pre-sales activities. Eventually, help distributors or affiliates to perform evaluation of our solutions to commercial prospects.
Networking/Key relationships
This position has strict relationships with:
· Support team
· Sales team
· Marketing team
· Relevant external stakeholders in their area of responsibility.
Minimum Knowledge & Experience required for the position
• Education: Master’s Degree in scientific, technical or biomedical field.
• Experience:
o Specific technical and scientific knowledge for BU of responsibility.
o Technical background. Preferably knowledge on IVD industry.
• Additional Skills/Knowledge:
o Preferably knowledge of Marketing and Sales Processes
o Project management
o SAP and Microsoft knowledge
o Language: English Proficiency
Skills & Capabilities
The ideal candidate for this position will exhibit the following skills and competencies:
• Organizational skills & Time Management
• Customer-centric approach
• Problem Solving
• Communication & Public Speaking
• Flexibility
• Teamwork
Travel requirements
• Up to 50% of time