For our international life science client based in Amsterdam, we are currently looking for a Technical Support Specialist.
The purpose of this position is to be the primary contact for internal and external customers for answering requests related to documentation for the client products including but not limited to ISO certificates, product drawings, Safety Data Sheets, validation reports, supply chain maps, declarations of conformity, etc. Responsible for the initiation of product related complaints in the appropriate system and responsible for collection of all the needed information and defective product(s) for the investigation by the Quality Department. Be the primary contact point for product complaint follow-up and communication with the customer. Perform periodic reviews of the Case Management process w/ the Team. Recommend process changes that would streamline or improve the overall process. Initiate and maintain SOP’s for the Case Management process in ETQ.
Find/request and provide documentation to our customers in a timely matterCollect necessary information and correctly assess possible product quality complaintsRegister Product Quality complaints in a timely matter and inform the stakeholders and customerFollow-up on product quality complaints (status update, sample return and shipment, Resolution of the complaint, commercial action – replacement/credit/warranty repair).Timely initiation of required PS 8.9 transactionsMaintenance of the SOP’s related to Complaint Case ManagementAnnual MBO’sTimeliness of product complaint entry and requested follow-upAccuracy of transactions in PS 8.9Positive team interactions / dynamicsAnswer customer requests by phone & email on documentation for clients products from customers internal, Sales Acct Managers, CS Reps and distributorsRetrieve the document or relay the documentation request (when applicable) to the appropriate department, via the appropriate systemDetermine appropriate follow-up action required or escalation route to support the customers’ expectationsProvide customers with updates on the documentation status requests upon customer´s requestDaily review of the Complaint.team mailbox with focus on the inquires, e-mails indicating a potential product issueCollection of all the needed information (initial troubleshooting) and assess criteria for a possible complaintEscalation to Support Team or Quality Team of customer complaints requiring advanced troubleshooting (data analysis, protocol optimization, etc.)Registration of product complaints (if applicable) in the appropriate system; followed by entry of replacement orders, return authorizations, credit initiations in PS 8.9Provide Customers, Sales Team and Scientific Support Team with status updates on complaints as requestedDetermine appropriate follow-up action required to support the customers’ expectationsInterface with Finance department to determine most appropriate method of financial resolution for the customerAssist team with service and distribution complaint handling as neededInitiate and maintain (audit) the SOP’s for Case Management in ETQLead discussions on and investigate feasibility of potential process improvement opportunitiesAssist supervisor/manager with initiation of agreed upon process improvements