Customer Technical Support Specialist, Zug, Switzerland

Company: Genmark Diagnostics ( Learn More )

General Information
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Job Description

GenMark is a leading provider of automated, multiplex molecular diagnostic testing systems. Utilizing GenMark's proprietary eSensor detection technology, GenMark's XT-8 and ePlex sample-to-answer systems are designed to support a broad range of molecular diagnostic tests with a compact, easy-to-use workstation and self-contained, disposable test cartridges.

The office is located in Zug, Switzerland. English and German fluency required (Professional level written and oral German fluency, French a plus)

The Opportunity

This position provides outstanding customer technical service support and is responsible for receiving telephone and computer customer requests.

Duties will range from providing phone support to customers and internal personnel; to complaint handling including receiving, logging, investigating, resolution, tracking and trending

Essential Duties and Responsibilities 

  • Answer incoming calls from customers while ensuring a high level of customer service and maximizing productivity with minimum downtime
  • Resolve customer service inquiries including: product questions, material requests, and account information
  • Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements
  • Quickly and accurately identify and assess individual customer needs and take appropriate action to satisfy those needs, solve problems systematically, use sound business judgment, and follow through on commitments
  • Respond to customers in a polite and courteous manner, especially in stressful situations, project patience, empathy, caring, and sincerity in voice tone and words, establish rapport over the phone quickly, and remain positive and upbeat over prolonged periods of customer service
  • Express thoughts and information clearly and succinctly
  • Inspire confidence and positively influence the behavior, actions, and thoughts of others and communicate potentially unpleasant or negative information in a tactful manner
  • Ability to learn new skills, and retain large amounts of information, facts, rules, procedures, and codes
  • Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement
  • Provide an open environment and promote teamwork across the organization 
  • Demonstrate and advocate the Company’s Cultural Beliefs
  • Assist with special projects as requested and perform additional duties as required
  •  Position Requirements

  • English and German fluency required 
  • French fluent preferred
  • Scientific/Life Science degree preferred
  • Medical Device and/or Biotech Customer Service experience highly desirable
  • Office based
  • Skills – Technical

  • Customer service in a call center background preferable
  • Clinical or Medical background desirable
  • Strong PC skills (Word/Excel/Outlook)
  • Strong customer service orientation and communication skills
  • Excellent decision making, problem solving and organizational skills
  • Administration skills as requested and add more as necessary
  •  Skills – General

  • Self-directed, organized and conscientious individual
  • Complete work in a timely, accurate and thorough manner
  • Attention to detail and quality focused
  • Effective analytical problem solving and decision making skills
  • Strong time management and organizational skills in a dynamic, constantly changing environment
  • Strong communication skills including the ability to communicate with all levels within the organization
  • Ability to read, write and analyze complex documents
  • Ability to respond effectively to sensitive inquiries, customer inquiries or complaints as well as communicate effectively both orally and in writing with management, peers and individuals
  • Ability to work effectively, exhibit a professional manner and establish constructive working relationships
  • Strong problem-solving, judgment and decision making skills are required
  • *CB*
    Job Requirements