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About Bio-Rad

Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 8,250 employees and a global network of operations serving our customers, we help people live longer, healthier lives.

Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results

More information about the role

• Accountable to provide timely and accurate Scientific & Technical support on reagents, hardware, software, network, LIS connection including troubleshooting and instruction to Bio-Rad customers and internal audiences & departments on Bio-Rad products.
• Contribute to delivering an excellent customer support.
• Identify, troubleshoot, and resolve scientific and technical issues on the company’s product portfolio
• Perform patient / user risk assessment (Potential Adverse Event assessment)
• Respond to telephone calls, emails and requests related to Scientific & Technical support from external and internal customers.
• Support customers remotely - Implement remote access solution.
• Work with Dispatch / other to ensure cases are routed to the proper resource in order to be resolved quickly and efficiently and escalate cases that require 2nd / 3rd level support
• Record, document, track, and monitor cases on a daily basis in accordance with department SOPs and guidelines to ensure compliance and timely resolutions
• Prioritize multiple issues and complete tasks in a timely and efficient manner
• Contribute to identify trend product issue
• Give feedback from customers to Sales – Service
• Identify Sales opportunity and create Sales leads in SFDC
• Improve customer support, perception, and satisfaction such as follow up calls, customers meeting, field visit if required
• Perform training and help with knowledge development
• Supporting with knowledge development including facilitating training
• Acquire and maintain a high level of Scientific and Technical proficiency

Requirements

• High level of scientific and technical knowledge. Immunohematology knowledge would be a plus. 
• Knowledge of PC-based computer systems, general web development, Microsoft Office Network and LIS connections skills
• Analytic skills
• Diplomatic and strong soft skills
• Strong customer orientation, solution oriented
• Portuguese and Spanish level of Excellency
• English level mainly to understand technical literature if necessary
• Excellent verbal and written communication skills

Education

University or Bachelor Degree

1-3 years work experience in a laboratory setting (clinical laboratory, research laboratory, clinical diagnostics or manufacturing industry or computer industry) and experience in a Customer Support or Customer facing work they will make a difference. 

Experience using IT equipment, CRM, ERP