Technical Support Specialist (m/f/d) Backoffice

Technical Support Specialist (m/f/d) Backoffice

Who we are:

We create innovative diagnostics for a healthier world. As representatives of the One Health approach, we are convinced that the health of humans, animals, and the shared environment are interconnected. Specializing in food safety throughout the value chain, we develop, distribute, and optimize rapid molecular tests and analysis tools. Our solutions are reliable, easy to use, and accurate – to make the world a safer place.

What we offer:

• Flexible working hours with various working time models
• Collegial atmosphere and flat hierarchies
• Support for personal and professional development
• Structured and comprehensive onboarding program
• Regular company events
• Company pension scheme
• Employee discounts with selected providers
• Flexible vacation planning with short communication channels

The Technical Support Specialist (TSS) Back office Support (BASU) is an integral member of the global sales team providing technical expertise to customers, potential customers, and colleagues.

BASU leverage and utilize all available resources to provide world-class technical support to current customers on the proper use of both Hygiena food safety diagnostics product lines to meet and exceed monthly, quarterly, and annual sales goals in the assigned geographic territory.

BASU provide 1st in class support with regards to response time and customer satisfaction.

We are currently 11+ colleagues in the Hygiena Technical Support Specialist EMEA Team.

• Facilitate 1st in line customer interaction for troubleshooting & support related to all Hygiena product lines.
• Act as the link between customer and Hygiena.
• Create cases in CRM, troubleshoot, follow up cases, and close cases.
• Monitor tech support email & CRM queue.
• If BASU cannot resolve, escalate to local TSS or TSE when needed.
• Act as Hygiena Enterprise Technical Support Specialist.
• Provide LV3 support for Hygiena Environmental, Allergen & Mycotoxin product line.
• Monitor TSS&TSE Out of Office Calendar and ensure coverage during absences.
• Work with TSE Team on documentation for instrument repairs and Customer Service for shipment & invoicing.
• Allocate instruments in CRM.
• Coordinate & control Preventive Maintenance with field TSS.
• Control/allocate Service Agreements: Follow up, renewal, overview.
• Conduct online or face-to-face training at Hygiena Germany facility (HDG). Coordinate end user, distributor, colleague: Allocate resources, booking. Conduct training.
• Ensure all correct equipment is allocated, shipped, and ready to use for demo projects, in collaboration with Customer Service.
• Travel can occur, expected are 1-3 days per month.
• Optimize technical support resources to maintain a satisfied customer base while helping the sales team drive profitable sales to meet goals.
• Assist in executing an annual accelerated business growth plan, including new product launches, existing customer support, new installations, new applications, upgrades, etc.
• Work in partnership with sales to develop and execute the annual accelerated business growth plan.
• Act as a relay between customers and maintenance and service to increase reactivity.
• Collaborate with the lab team on customer matrices validation to increase velocity.
• Participate at VOC or VOM with Marketing in local territory to support product development.
• Work daily with technical service to define the best way to support.
• Promote maintenance and service to increase revenue and satisfaction.
• Participate at EMEA sales meetings to engage.
• Report weekly activities in CRM, including weekly 1 to 1 with manager for traceability.
• Ensure compliance with all organizational systems, programs, training, policies, and procedures as required.
• Utilize and update CRM MS 365 platform daily.
• Comply with yearly technical support KPIs.
• Ensure OKRs are reached.
• Actively support and participate in the safety program, protecting yourself and other employees.
• Be willing to adjust work responsibilities to fulfill customer needs.

Your profile:

• Bachelor’s/Masters/PhD degree in Life Sciences (Biology, Microbiology, Chemistry, Food Microbiology), or related field.
• Minimum of 2 years of B2B sales or technical support experience required, including:

• Experience in sales in the food & beverage market, or
• Experience in sales and/or marketing in the health care market.

Interested?

Please send your detailed application stating the earliest possible starting date and salary expectations to . If you have any questions, please contact Susanne Thiel (Manager, HR Germany & Spain) at +49 331 2300 200. For more information, visit our Home | Hygiena.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Customer Service
• Industries: Biotechnology Research and Medical Equipment Manufacturing

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