Technical Complaint Specialist
Would you like to be part of an organisation which is committed to improving patient lives worldwide through education, collaboration and innovation?
Do you want to make a difference?
If the answer is ‘yes’ then you’re just the kind of person we’re looking for!
We are looking for a Technical Complaint Specialist who is an expert with dealing with technical complaints and has a passion for reporting & data.
The successful candidate will:
- Provide technical support for the full range of The Binding Site products to include but not limited to Instrumentation, IgG Subclasses, Freelite/Hevylite, RID, EIA and other nephelometric and turbidometric assays. This list may expand depending on the future development of The Binding Site;
- Log and update technical queries in an accurate and timely manner; in-line with Complaint/Query Handling Procedures;
- Investigate complex and non-complex technical queries;
- Be able to meet Key Performance Targets as set by the Department Manager;
- Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction and a creating a customer focus;
- Provide solutions to customer/distributor/subsidiary issues both via email and more importantly over the telephone;
- Create technical reports and bulletins in order to support The Binding Site customers and departments within the company;
- Present clear and concise information and updates on queries under their remit to Management and up-to-and-including Director level. Candidates must be assertive in providing information and ultimately be ‘the voice of the customer' within the organization;
- When necessary, escalate a query to the appropriate department within The Binding Site, for further investigation; only when all investigative avenues have been explored by the Technical Specialist and all data has been reviewed and assessed;
- Liaise frequently with various departments within the company to resolve customer issues quickly and to the highest possible quality;
- Be involved in product/process improvement/change process within the organization;
- Make informed decisions on quarantine and correction of Binding Site products, having reviewed all of the necessary information and communicated with the correct areas within the organization;
- Conduct relevant research on competitor products and continually update their own knowledge base by reading relevant literature and obtaining material from other sources;
Essential requirements:
- A relevant scientific degree (or equivalent).
- Experience in a laboratory setting – preferably clinical or immunology/assay research.
- Desirable experience of assay troubleshooting.
- IVD industry background desirable
- Excellent communication skills (both written and verbal).
- Excellent presentation and interpersonal skills.
- The ability to deal with multiple queries and changing priorities under pressure whilst adhering to deadlines.
- Good working knowledge of Microsoft Word, Excel and PowerPoint.
- To be results driven and action oriented.
- To be flexible to the needs of the business.
- To have a customer-focused attitude and a desire to be successful.
- To be able to work independently and as part of a dynamic team.
Working for us:
Founded in 1986 by a group of former researchers based at the University of Birmingham, The Binding Site is today recognised as a market leader in the development of products for the investigation of a range of disorders involving immunodeficiency.
The Company is built on the success of its people and provides the ideal environment to meet a wide range of career aspirations. It recognises the value of its employees and looks to provide development and support opportunities to maximise the potential of its 1,100 staff.
Working at Binding Site means being part of a global community that delivers innovative solutions with shared ideas and a collective dedication to improving patient lives, worldwide.
Location: Birmingham
Hours: 40 hrs
Benefits:
- Competitive Salary
- Contributory Pension
- 25 days paid holiday plus bank holidays
- Medicash- Taxable Health Benefit