Primary contact to provide customers with assay, application, operator, system and instrument support and troubleshooting by phone or e-mail using our remote diagnostic tools Responsible for effective telephonic troubleshooting with customers as well as Field Service personnel concerning reagent and instrument problems. Responsible for dispatching calls requiring Field Service visit, scheduling and following up Primary contact for customer requests related to CRLB products, customer agreements etc. Succession of this role is measured by customer satisfaction score (NPS), support key performance indicator, service capacity and phone resolution rates. Troubleshooting Initial telephonic contact with customers to determine analyzer, operator, application or reagent problems Performs telephonic troubleshooting with customer to reach possible resolution of issue. Dispatches FSE to customer if telephonic troubleshooting was unable to resolve customer issue or site repair is the first option of the reported issue / instrument error code. Provides in field application support and troubleshooting for the respective region. Field Personnel Dispatching Priorities field service calls recognize and resolve resource availability situations with the skillful management of the utilization and logical deployment of FSEs to improve the levels of customer service Collaborates with the FSEs to close all service calls timeously in order to meet Divisional requirements Follows up on critical service calls for feedback on customer satisfaction levels. Medical Events Evaluates all customer calls according to Medical Event reporting process to identify Potential Reportable Events (pREs) and forwards all relevant data, if applicable to Medical Event Group in US On request of Medical Event Group provides additional information for reportability decisions. Reports any death or serious injury to the Medical Event Group in US by phone or emails without any delay. Documentation & Reporting Reports incidents and critical issues directly to Call Centre Manager Each customer contact will be logged in CMS Next Call Management System and evaluated and coded according to the Call Registration process outlined in LU-CAPA-REG leaning unit. On request Product Quality provides additional information required for complaint investigation. Communicates complaint investigation results to customer and provides customer s feedback to Quality and management.

Desired Candidate Profile

Who are You:

• Education & Skills B.Sc. Degree in Medical Technology or Biomedical Engineering
• 0-2 Work Experience in related field to Medical Laboratory Diagnostics
• Fluent/Native Proficiency in writing, reading and speaking English & Arabic
• Ability to work independently, demonstrate problem solving skills and ability to escalate when necessary
• High Problem Solving & Troubleshooting skills
• Basic computer skills e.g. Excel, Word and PowerPoint
• Basic IT / Networking Knowledge
• Strong Telephone & Communication skills.
• Background Knowledge of the diagnostic market especially Immunology & Clinical Chemistry Products
• Knowledge of regulations and standards affecting IVDs and Biologics
• Understands scientific terminology and literature
• Successful engagement with customers, specifically lab staff
• Enthusiastic team player
• Can Do attitude with strong interpersonal relations and personal adaptability
• Excellent time management and organization skills
• Has great attention to detail and accuracy in what they do and takes pride in delivering high-quality results.

Required Qualifications

• Bachelor's / Biomedical Engineer or laboratories
• Licenses Saudi Council of Engineers / SCE or Saudi Commission for health specialties/ SCHS.
• Minimum Skills Required: Excellent communication & presentation skills with strong interpersonal
• Personal Characteristics: Excellent communication, interpersonal skills, discipline, flexibility, work with team.