Customer Care Specialist

DiaSorin; Saluggia; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A global leader in diagnostic solutions is seeking a Customer Care Specialist to enhance customer satisfaction and provide technical support. This role involves managing inquiries, training staff, and ensuring compliance with procedures. Join a diverse team committed to innovation and impactful work in healthcare.

Competenze

• Experience in IVD Customer Care or Product Support preferred.
• Proficiency in written and verbal English required.

Mansioni

• Handle WW complaints and inquiries through Diasorin internal system.
• Provide technical and scientific support to customers.
• Train Application Specialists and Distributors.

Conoscenze

Communication

Problem Solving

Teamwork

Analytical Skills

Formazione

University degree or certificate in healthcare-related field

Strumenti

MS Office

Descrizione del lavoro

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Customer Care Specialist

Published on: May 12, 2025

Job Category: After Market Service

Employment type: Regular Full Time

Diasorin is a global leader in diagnostic solutions, pushing the boundaries of science and technology to create cutting-edge tools that improve healthcare worldwide. With a legacy spanning over 50 years, we've earned our reputation for excellence by developing innovative diagnostic assays and instruments that are trusted by healthcare providers around the world.

Our broad offering of diagnostic tests and Licensed Technology solutions, made available thanks to ongoing investments in research, positions us as the player with the widest range of specialty solutions in the sector and identifies us as the "Diagnostics Specialist."

Why Join Diasorin?

Impactful Work: When you join Diasorin, you become part of a team that's dedicated to improving lives. Your contributions will directly impact patient care, making a meaningful difference in the world.

Global Reach & Innovation: Our work transcends borders. Joining Diasorin means collaborating with colleagues from all over the world, expanding your horizons, and contributing to global healthcare solutions at the forefront of the diagnostic industry.

Diverse and Inclusive Culture: We believe in the strength of diversity, and our inclusive culture reflects this commitment. We value your unique perspective and offer a supportive, collaborative environment where everyone can thrive.

Join Our Team: If you're passionate about innovation, diversity, and making a positive impact on healthcare, Diasorin is the place for you. We're looking for passionate and talented individuals who are ready to embrace new challenges and drive healthcare solutions forward.

Are you ready to be part of a dynamic team that's shaping the future of diagnostics? Join Diasorin and become a catalyst for change in the world of healthcare. Apply today and be a part of our exciting journey toward a healthier, more connected world. Together, we can make an impact!

Job Scope

Contribute to customer's satisfaction, maintaining the level of adequacy of the products in use by correctly understand, classify and timely manage complaints and inquires coming from the market, in accordance with the procedures and the validated SW utilities in use, providing customer support for solving Systems and product issues and serving as a technical-scientific focal point for internal-external interlocutors.

Key Duties and Responsibilities

• Handle WW complaints and Inquires through Diasorin internal system.
• Provide adequate technical and scientific support to WW Field Force colleagues and WW Customers by answering questions regarding the application and use of Diasorin solutions.
• Analyse the Customer data and cooperate with the Internal Departments in order to investigate the failure and identify the corrective actions.
• Ensure that any complaint received is handled timely and documented in compliance with available procedures. Recognize important information and make immediate use of this information (failure risk assessment) for Analyzers and products.
• Train Application Specialists and Distributors in troubleshooting for products failure.
• Ensure the yearly upgrading of training material.
• Ensure compliance with Ethic Code.

Education, Experience, and Qualifications

• University degree or certificate on healthcare-related field
• Previous experience with IVD Customer Care, Product Support and/or Service desired but not exclusive. Proven track records in a similar position, supported by management and customer references if available.
• Successful engagement with customers, specifically key stakeholders and lab staff if any. IVD Products and industry knowledge (preferred).
• Experience and process skills of the business functions service delivery (preferred).
• ln Vitro Diagnostic technical experience (not only in a Customer Care role but also in a Quality Control role, Application Specialist role or similar) within a Life Science company is desired. Excellent experience in use of analytical tools and software.
• Working knowledge of MS Office.
• Able to follow procedures and instructions. Able to work in a team with a flexible approach.
• Able to provide relevant information on request by phone and email and require assistance when needed.
• Excellent communication skills, both verbal and written.
• Excellent interpersonal skills. Ability to prioritize and integrate a proactive approach to assignments.
• Team player —able to work constructively with colleagues inside and outside of the department to ensure the best possible service is always provided to the client.
• Self-motivated, uses own initiative and remains calm under pressure.
• High attention to details. Strong analytical, problem solving and decision-making skills.
• Effective organizational and time management skills.
• Ability to identify and drive resolution of issues.
• Coaching and training skills.
• Logical thinker able to process complex information in a simplified manner.
• Proficiency in written and verbal English required, bilingual English/Spanish/French or German skills preferred

Diasorin is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and Canada and to complete the required employment eligibility verification document form upon hire.

Diasorin is committed to providing reasonable accommodations for qualified individuals with disabilities. If you are a US or Canada candidate and require assistance or accommodation during the application process, please contact the North America Talent Acquisition Team at [e-mail] or 1-800-328-1482 to request an accommodation.

The above job description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Diasorin reserves the right to modify or amend this job posting as needed to comply with local laws and regulations.

Please note that offers of employment at Diasorin may be contingent upon successful completion of a pre-employment background check and drug screen, subject to applicable laws and regulations.

This position is not eligible for partnership with a third-party search firm vendor without expressed, written consent from the Diasorin Human Resources Department.