perceverencendesi

Main purpose: To assist Field Service Engineers in the provision of diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards. Maintained a customer centric approach with all customer engagements. To proactively resolve customer issues by conducting courtesy visits, identifying potential issues and resolving and taking preventative action at all times. Technical support Proactively provided support to the customer, coordinated appointments to resolve cases. To coordinate resolution of escalated technical cases by identifying issues that require escalation, referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations. To follow-up with customers after cases are closed by contacting clients via telephone or email, verifying case is fully resolved, reopen/open cases if the issue is reoccurring and resolve within deadline. Modifications Conducted modifications by receiving notification of enhancements, upskilling technical requirements within deadline. Installations and deinstallations Conducted installation/deinstallation by preparing instruments according to and standards and manuals within deadline. To initiate installation / de-installation projects by being appointed as project installation lead, engaging with Project Manager, agreeing installation requirements and specifications, conducting site inspection, understanding customer expectations and requirements and developing installation plan within deadline. Administration To provide customers with all case relevant documentation by completing case reporting, collating documentation and issuing (email/print and issue) to the customer within deadline. To maintain an up to date and accurate planning board and team planner by capturing daily and long term planned activities according to standards and by daily deadline.