Job Detail

Location Galway
Salary Negotiable
Posted
Role Type Permanent
Contact Clara Burke
email science@hero.ie

German Scientific Support Associate

German Scientific Support Associate
Our client a medical device company in Galway is looking to recruit a German Scientific Support Associate on a permanent basis.

Description
This role is under the Technical Support Team. EMEA Technical Support is one of several Technical Support Groups that has been strategically placed around the globe. EMEA deals with complaints and inquires on product distributed in Europe, Middle East, Nordics and Africa. The role provides first Level trouble shooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues. While maintaining compliance to medical device and diagnostics post-market surveillance regulations (e.g. US FDA 21 CFR Part 803 / 820, ISO 13485, EU MDR) in all activities

Primary Responsibilities and Duties

  • Receive inbound Customer calls and email communications and address in a professional and friendly manner.
  • Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve.
  • Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
  • Communication of complaint investigation conclusions to customers through written reports and phone conversations.
  • Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
  • Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.
  • To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
  • Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the Technical Support team

Requirements

  • Fluent in both written and verbal German.
  • 3rd Level Certificate/Diploma in a Scientific discipline
  • A minimum of 1-year experience working in a medical/clinical environment or in customer facing support role in an similar industry.
  • Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
  • Demonstrates an understanding of the requirements of Technical writing.
  • Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
  • Strong written and verbal communication skills
  • The role is office based but a degree of flexibility is required.
  • Ability to take ownership, organise workload and change priorities quickly
  • Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.

For further information on this German Scientific Support Associate role please contact Clara Burke on 086 8168273/ science@hero.ie

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German Scientific Support Associate

Clara Burke

Role Type Permanent
Contact Clara Burke
email science@hero.ie
mobile +353 86 816 82 73
linkedIn profile click here