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Sr Service Support Representative

3 maanden geleden

Breda, Nederland Epredia Voltijd

Be a part of a global team where what we do matters At Epredia, we recognize that our talented employees are vital to our success. Our team is dedicated, our work is rewarding – both personally and professionally – because what we do matters. 

We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast-paced environment while demonstrating a commitment to our core values, People, Customer, Results, Continuous Learning, and Innovation. 

People – We win as a team. 

Customer – We deliver customer-centric solutions. 

Continuous Learning – We learn and always aim to be better. 

Innovation – We innovate every day. 

Results – Results matter for all of us.

Key Responsibilities:

  • Lead and Support to develop processes, Work instructions and Training materials for the identified focus topics

  • Support the service Leaders for the EMEA service dashboard and agreed on performance matrix to include general data analysis, and end of month/year reporting.

  • Establish and lead “Daily” Management for the identified focus projects

  • Monitor escalations and Service critical tasks to ensure key service levels are met.

  • Visualize and enforce regional ownership, accountability and execution to utmost customer satisfaction

  • Liaise with global peers to make sure EMEA processes are covered, rolled out and maintained successfully

  • Define and establish daily management for spares including their returns and holding the local management as well as FSEs accountable for missing items. Address and solve gaps where necessary jointly with peers. This is project based, the daily management of spares will be overhanded to the desired Team at a later stage.

  • Support in maintaining inventory levels to successfully cycle through demo equipmentThis includes, involve into quarterly meetings for replenishment, pushing for scrap, supporting supply chain for manufacturer credit, and allocating old stock to loaner/used sales.

  • Manage and prepare the slide decks and presentation to support divisional monthly and quarterly business reviews.

  • Supporting UAT testing for Process developments

Qualifications/Skills

  • Bachelor’s Degree (Technical or Engineering field), or higher education, in related field highly preferred.

  • Experience with ServiceMax and SAP

  • Demonstrated knowledge of Product/Service support preferred to include; customer facing, phone based, or other documented function.

  • Minimum 3-5 years’ experience in administrative support for Field Service Organizations .

  • Strong problem-solving skills

  • Knowledge of Anatomical Pathology, Histology, or general laboratory services is strongly desired.

  • Ability to work in a team environment and must be customer focused with appropriate sensitivity and sense of urgency for customer issues.

  • Good verbal and written communication skills, ability to work across all levels, functions and regions

  • Demonstrated organizational skills with the ability to handle multiple tasks with different priorities

  • Excellent inter-personal, self-motivational and negotiating skills

  • Ability to facilitate work groups.

    TO ALL RECRUITMENT AGENCIES: Epredia does not accept unsolicited third-party resumes.

    Building an Inclusive Culture: We are a company that brings varying backgrounds, ideas, and points of view to inventing on behalf of all customers. Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We are committed to diversity, equity, and inclusion, and leveraging our unique perspectives to scale our impact and growth.

    At Epredia, we improve lives by enabling better cancer diagnostics. We are a team of talented individuals with diverse backgrounds and expertise, working together to develop precision diagnostic solutions for our customers. We are a fast growing global company that drives innovation in diagnostics to create better outcomes for patients. Joining Epredia is much more than a job- it is an opportunity to be part of something with a purpose. Find out how you can improve lives while advancing your career.