Promotes customer satisfaction and loyalty by responding to customer inquiries with accurate information regarding product applications, troubleshooting/usage, or product selection. Technical inquiries are addressed by telephone or e-mail, and can be directly applicable to product use and documentation (e.g., certificates, protocols), applications support, Sales leads, or product performance issues/concerns. Customer inquiries are received from end-users, distributors, Customer Service (CS), and Sales Account Managers.
This position is responsible for the initiation of product quality complaints into the appropriate complaint management system. Product and applications training for the Customer Service team and other business groups is required. In addition, Scientific Support Specialists participate in product/trade shows and collaborate with other departments/regions as required: Sales for lead delivery, Marcom for literature review and editing, participation in Webinar/Seminar programs, business team participation, and global Scientific Support engagement.
Our clients leading-edge scientific laboratory products improve productivity, enabling the development of breakthrough pharmaceutical discoveries.
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