Provide internal and external customer with excellent technical support.

Via telephone, e-mail, remote control, to support our product for technical and application issues.

Liaise with instrument service, customer service and sales.

Log each customer contact/interaction in the Service Max database.

Raise cases , if it necessary raise work order for the field service engineers and ensure all information are accurate and completed as per Standard Operating Procedure (when SMAX is available)

• sends required paper documentation to the customers,
• decide and manage the exchange of products concerned by quality issues;
• Practical trouble shooting over the phone, using workshop/office lab facilities if necessary
• Responds accordingly based on the SLA; delivering Bio-Rad’s promise to the customer
• help users to work with our products,
• help to resolve all the issues with systems, software; escalating when necessary
• raise cases , escalations, ICCR in Service Cloud

Active communication with the sales

• for new business opportunities
• inform sales reps if any commercial risk will appear
• decide to block the product if any huge and risky problem will arise, analyse the claim and provide a report to the specific department (eg. second level for some divisions)

Instrument Service

• Keep customer database up to date (Service Cloud)
• Accurately diagnose issue through phone / BRiCare and include details in workorder raised
• Communicate /Follow up with customer for instrument repair status.
• Follow up with customer for satisfaction survey after breakdown call is completed.