Cts Ii

Overview:
**How You’ll Make an Impact**:
Provide internal and external customer with excellent technical support.

Liaise with instrument service, customer service and sales.

Log each customer contact/interaction in the Service Max database.

Raise cases, if it necessary raise work order for the field service engineers and ensure all information are accurate and completed as per Standard Operating Procedure (when SMAX is available
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- sends required paper documentation to the customers,
- decide and manage the exchange of products concerned by quality issues;
- Practical trouble shooting over the phone, using workshop/office lab facilities if necessary
- Responds accordingly based on the SLA; delivering Bio-Rad’s promise to the customer
- help users to work with our products,
- help to resolve all the issues with systems, software; escalating when necessary
- raise cases, escalations, ICCR in Service Cloud

Active communication with the sales
- for new business opportunities
- inform sales reps if any commercial risk will appear
- decide to block the product if any huge and risky problem will arise, analyse the claim and provide a report to the specific department (eg. second level for some divisions)

Instrument Service
- Keep customer database up to date (Service Cloud)
- Accurately diagnose issue through phone / BRiCare and include details in workorder raised
- Communicate /Follow up with customer for instrument repair status.
- Follow up with customer for satisfaction survey after breakdown call is completed
- Raise cases and inform service about upcoming work orders/ Preventive Maintenance

**What You Bring**:

- Degree in M.Sc Biotechnology or Phd holder
- Good telephone skills, organization skills. technical skills, good customer skills
- Good and consistent documentation skills, able to work independently
- Must be a team player who can collaborate well with cross functional teams
- Customer service experience, laboratory experience and experience with diagnostics/life science equipment/tests.
- Prior experience in a customer experience center will be an added advantage
- 2 to 4 years of experience in Customer Technical Support

**Who We Are**: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.

**Benefits**: Bio-Rad's biggest asset is its people, and the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees through the various stages of an employee’s work and life cycle. We’re proud to offer a variety of options, including competitive insurance plans for you and your immediate family, Annual Health checkup, Marriage Leave, Paternity Leave ,Employee Assistance Programme, extensive learning and development opportunities, and more.

**Agency Non-Solicitation**:Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

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