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Technical Customer Support Engineer - EMEAI - Medical Device - Laboratory Automation - Hardware and Software Troubleshooting

We recruit for a confidential Medical Device client. Our client is a Global Player and has more than 80 years experience in the field of Lab Automation. Client's 60,000 associates serve customers in more than 125 countries and generated $16.5 billion of revenue in 2016. Client's systems, found in hospitals and other critical care settings around the world, produce information used by physicians to diagnose disease, make treatment decisions and monitor patients. Scientists use the life science research instruments to study complex biological problems including causes of disease and potential new therapies or drugs.

This challenging position is located in Munich:

Technical Customer Support Engineer - EMEAI - Medical Device - Laboratory Automation - Hardware and Software Troubleshooting

- Provide effective and high-class product and field support in all focused and assigned territories.
- Implement and drive support plans in conjunction with country specialists to enhance service efficiency, products performance and customer satisfaction.
- Work actively on solutions for technical product issues, especially for hardware and software troubleshooting (e.g. enquiry, support requests, customer feedback)
- Prepare, organize and conduct technical service trainings for technical support staff and field service personnel of the EMEAI BC subsidiaries and distribution partners.
- Prepare, organize and conduct train-the-trainer plans for the technical and training staff of the EMEAI contacts to strengthen and enhance the field service workforce.
- Establish and maintain effective communication networks with appropriate technical support staff and service management within the EMEAI region to exchange product issues and enhance technical know-how and expertise.
- Collect and distribute product updates and technical information on a regular basis.
- Actively support the region on technical escalations and drive a resolution in close cooperation with the country specialists and service management.
- Works independent on solutions of assigned complex issues to meet company requirements and customer satisfaction.
- Support and actively drive the release of new products as well as software and hardware modifications, including relevant field evaluation in cooperation with Business Center Product Support and field service personnel.
- Determine the need for product design improvements and liaise with Business Center Technical Support for possible implementation.
- Develop and maintain a close working relationship with the Technical Support Specialists and Field Service Engineers for the region and provide them with technical support and guidance.
- Ensure key performance metrics (e.g. unscheduled repair visit reduction, issue resolution time) are met.
- Adheres to policies and procedures and meet regulatory requirements.
- All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.
- Working in a team and drive towards successful completion of assigned tasks and projects (e.g. product launches)

- Bachelor’s degree in field with 5+ and/or Master degree with 3+ and/or proven technical education with at least 10+ years related experience in a technical environment. Working in clinical laboratory diagnostic environment is a plus
- Proven performance track over many years in a Customer Service role.
- Strong customer centric nature with a proactive approach.
- Attention to detail and analytical problem solving abilities with decision-making skills and identification of innovative solutions.
- Excellent time management, organizational and interpersonal skills.
- Proven training skills.
- Able to work independently and in a team environment as well as in cross functional groups.
- Strive for service excellence as well as internal and external customer satisfaction.
- Lean system experience; able to analyze and solve problems, improve processes and drive results with PSP, Daily Management and other tools.
- Good knowledge of technical principles, theories, concepts.
- Understanding of customers and laboratory practices and standards in the highly regulated diagnostic (IVD) market is a plus.
- Verbal and written English communication skills. German is a plus.
- Proficient computer skills in Microsoft applications, especially MS Office and cloud based environment
- Self-motivated and flexible person with willingness to travel frequently in EMEAI region, also on short notice.
- Ability to adapt quickly to cultural differences where extensive field and support activity is required.

If you are interested and qualified, please send us your resume in English.
Kategorie Ingenieur Ansprechpartner BANDAO Unternehmensberatung GmbH
Mr. Markus Moser
Schloßbergstraße 1
D-82319 Starnberg
Tel. :+49-8151-555 1 666
Markus Moser
Branche Medical Device
Einsatzort München
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