They are looking for a field based Customer Care Specialist to work within their Laser Vision Correction Group to provide a full technical service (installation, service and repair) at customer premises primarily in Italy.

Role
The specialist provides professional, fast and economic support to customers and responds quickly to customer enquiries.
Develops, improves and extends existing customer relationships, resulting in incremental sales of services and consumables.
Closely tracks performance of medical equipment.
Provides accurate feedback on system usage, performance and customer satisfaction.
The Specialist, Customer Care is part of the the European Field Service Operation and frequent travel on short term notice within Europe is thus required.
Actively approaches customers in regards to service sales and equipment.
Significantly improves the generation of incremental revenue through sales support activities.
Supports customers with demonstrations, presentations and other training or support related activities.

The Specialist is expected to:-
• Provide first line on site support to address local customer issues
• Perform required safety checks, preventive maintenance and repair work as per applicable legal requirements.
• Implement compulsory, mandatory or performance related enhancements to the installed base
• Delivery, installation and commissioning of laser vision correction equipment
• Perform all work according to Quality Management System
• Maintain and update local market installed base list and device history file
• Provide regular updates on performance records, warranty tracking and/or customer inquiries, in particular following the complaint process
• Actively drive the complaint process for continuous product improvement
• Evaluate specific local market requirements
• Guide customers on proper application of the instrument
• Actively participate in European technical meetings

Qualifications:
• A degree in (medical) electronics or similar or equivalent technical training or experience.

Experience:
3 years Service experience of technical equipment, preferably in the medical devices industry. Familiarity with Ophthalmic (Laser) or diagnostic equipment used in surgery environment a plus.

Essential Skills and abilities:
• Strong communication and interpersonal skills to deal with customer at all levels
• Customer oriented with a good sense of urgency
• Sound knowledge in digital and analogue electronics as well as precision mechanics
• Familiar with Windows and MS Office applications
• Ability to work independantly.
• Willingness for frequently travel and overnight stay
• Good problem solving skills
• Pro-active approach
• Excellent technical and analytical skills
• Cultural awareness

Language skills:
Local language Italian plus good knowledge of English, oral and written.

Please email a word version of your cv quoting Ref. No. 7c01b and call any time +44 (0)20 8224 9006

Ref: 7c01b