Introduction
In this role, you are the first customer contact for technical and application support questions. You help the customer with their issues, backed by the service and R&D team at LUMICKS. Furthermore, you take ownership to drive long term global customer satisfaction by interacting directly with customers and driving execution of service and support to the highest possible standards. This requires technical skills and a thorough understanding of the instruments as well as a knowledge of basic biology. Your knowledge will grow in the function over time and train new team members in the future.
Location: The Netherlands
- Provide first line remote issue diagnosis, troubleshooting and repair support;
- Coordinate on-site repair visits by our technical specialists;
- Testing (remote/on-site) complex equipment and quality assurance procedures to ensure and sustain long term customer satisfaction;
- Set up and manage a system for effective Installed Base management;
- Define and own remote diagnose program;
- Travel occasionally, often on short notice, to customer sites to resolve problems or support other field service personnel, <10%;
- Potentially perform installations and training on-site;
- Own service data to analyze and initiate quality improvement projects that improve serviceability and diagnostic capabilities – all the way to product redesign if needed
- Maintain and develop positive working relationships with customers, system users, local distributors as well as suppliers.
- Bachelor or Master degree in (Bio)Physics or Nanobiology or related study;
- Strong communication skills both verbal and written;
- Be able to effectively issue diagnosis and quick solution finding to problems as they arise during installations and during system breakdowns;
- Great understanding of the (biological) experimental workflow of customers;
- Excellent documentation skills and attention to detail;
- Exceptional time management and be able to independently set priorities;
- Ability to thrive in a team-oriented and collaborative environment;
- Flexible in travelling at short notice (< 10%)
Why join?
Autonomy, ownership & responsibility
Be the leader of your own projects, and own them like no other. Whether you’re developing software or business, you are responsible for your work and the direction it goes.
Growth opportunities
With new positions opening up weekly and the company still growing exponentially, there are lots of opportunities to broaden your skill set.
Flat organization & open culture
At LUMICKS engagement is key. We try to align everyone on our dreams and strategies to unlock single-molecule and single-cell research.
A role within a fast-growing high-tech company
In-house chef, great coffee & an awesome ping pong table in Amsterdam
Opportunities for creativity and innovation
Be the leader of your own projects, and own them like no other. Whether you’re developing software or business, you are responsible for your work and the direction it goes.
With new positions opening up weekly and the company still growing exponentially, there are lots of opportunities to broaden your skill set.