Product Support Specialist

Product Support Specialist

Location: Amsterdam

Contract: Full-time (37.5 hours per week)

Languages: English and Polish

Contract: 12 months (via JP Gray)

Where will you work?

For our client in high end medical devices sector I am currently looking for a Product Support Specialist.

The Product Support Specialist, EMEA provides 1st level troubleshooting and technical support to customers and assisting EMEA business units with complaint input and resolution. The Product Support Specialist is required to be technically knowledgeable in all of company product offerings and be capable of providing technical support and RMA logistics in a professional and courteous manner with the overall goal of maximizing customer satisfaction.

What you will be doing as a Product Support Specialist

• Provide effective hardware, software and consumable troubleshooting assistance to the business units, distributors and customers, via phone and email.
• Utilize, FAQs, Solution Scripting Guides and Knowledge Bases.
• Assist the business units with product repair advice including field and depot repair.
• Document all support activities (Cases) in the Product Support database (Salesforce.com/ServiceMax).
• Manage all details of a Case from start to finish, ensuring effective and timely resolution, case closure and customer satisfaction.
• Identify and escalate reliability issues and trends to Manager team for immediate action or for future improvement.
• Learn all product support processes and identify opportunities for process streamlining and improvement.
• Develop and help implement strategies to increase customer satisfaction.
  Perform special projects as directed by Manager.
• Coordinate and work closely with other teams and departments.

What does the profile of Product Support Specialist look like?

Your profile:

• Three years' previous product support call center experience, preferably in a medical device environment;
• High School diploma or equivalent required;
• Exceptional customer communication and customer care skills;
• Excellent technical, analytical, interpersonal, verbal, organizational and communication skills;
• Fluency in English and Polish;
• Proficiency with MS Excel, Word, etc.
• Quick, high productivity contributor.

What will you get in return?

• A full time workweek and a fixed term contract provided via Jp Gray with competitive salary
• Opportunity to gain experience at international company that is a leader in their business
• 25 holidays per annum based on fulltime
• Pension plan from day 01
• Travel allowance
• Educational budget

Interested?

If you are interested in this role please apply via the website or contact Katarzyna Beller-Wajer via k.wajer(a)jpgray.nl. We always strive to respond to all applications within 5 working days. Sometimes due to the number of responses we cannot. If you have not received a reply we regret to inform that we have continued with other candidates.