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Role Filled

IT Customer Support Specialist

Scientific Supplier
Engineers Field & Depot
Remote role based in Nordics
Contact Imogen

Role Overview

Are you an experience engineer who is looking to come off the road but still be able to use your technical knowledge?

If you answered yes I have a great opportunity for you!

We are recruiting on behalf of a world leader in the field of in vitro diagnostics who are looking for a Remote IT Customer Support Specialist to join their team in the Nordics.

The Customer Support Specialist acts as the key contact for the customer, for any incoming internal/external request to ensure high level customer experience and satisfaction. As a referent specialist in her/his field of expertise, she/he provides technical and scientific support, being key link with field activities and global functions.

This is a remote based role, ideally looking for someone who is living in Sweden and speaks Finnish with IT knowledge and an engineering background.
This will be a good move for someone who is looking to come off the road and move into a home based role but still be able to utilise their technical knowledge.

Role Requirements

· Answer internal/external customer simple to complex inquiries per established guidelines
· Lead the troubleshooting analysis, diagnose and bring the solution to customer or plan the action response, follow up and ensure customer satisfaction to avoid disruption at customer site
· Report all event in the ERP system to guaranty traceability according company standards and regulation
· Service work order preparations for corrective actions
· Update installed base and knowledge base with the relevant information
· Identify service sales leads and opportunities
· Lead launch/implementation of new products, methodologies and processes to handle customer requests with efficiency
· Coach new comers and act as a referent in his/her field of expertise
· Coach for sub/cluster and act as a referent in his/her field of expertise and provide customer training
· Participate to company transversal projects
· Contribute to a smooth interface between field & remote activities
· Ensure proper internal / external feedback

Person Specifications

· Ideally a background in diagnostic / medical industry in service engineering.
· Experience in an IT based role – at ease in digital environment & IT capabilities : perfect Mastering of ERP tools and Pack Office
· Good listener, Empathic and Assertive
· Organized, rigorous, autonomous and able to make decision
· Ability to analyze, manage critical inquiries & stressful situation
· Customer & solution oriented
· Communication skills : verbal & written
· Field experience is mandatory at senior level and part of the career path
· Fluent in English
· Ideally fluent in Finnish or Swedish


· Continuous room for development
· Full OEM product training
· Competitive base salary
· Bonus
· Lunch coupons
· 25-30 day annual leave
· Healthcare

Previous Listing
Date Updated
10 Jul 2023
Job reference
Full Time
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This role has been filled