Are you looking for more than just a job, for something truly meaningful and rewarding? Then Sysmex Europe SE is the place for you. As the regional headquarters for the EMEA (Europe, Middle East and Africa) region, our company is dedicated to providing essential products that help people worldwide on their healthcare journey.
If this opportunity appeals to you, come and join us in the position of
Customer Support Lead (f/m/x)
Your responsibilities
- The role initially involves working with CQC, UUMS, Calibration Support Tool, and nIoT
- Establishing a global and regional customer support framework and integrating CQC with existing ticketing and CRM systems
- Identifying staffing needs across time zones and designing an efficient escalation process
- Refine support processes based on feedback, streamline operations, empower support staff, and implement mechanisms for capturing
- Preparing educational content, including documentation, guides, and training materials, and developing training programs to enhance technical proficiency
- Collaboration with subject matter experts is essential for ensuring content accuracy and relevance
- Driving consistent regional processes and content for ongoing application support and QC data interpretation education, coordinating with development and QA teams, and implementing regular training sessions and workshops
Your profile
- Bachelor’s degree required - MBA preferred
- Proven experience in global customer support or technical support roles within the software development industry
- Excellent communications skills working in multi-cultural business setting and leading across borders and boundaries
- Flexibility in working hours to accommodate different time zones may be necessary
- Strong leadership and influencing skills with the ability to mentor and guide a diverse support team
- Excellent communication skills, both written and verbal, with the capacity to convey technical concepts clearly and concisely
- Analytical mindset with a focus on continuous improvement and process optimization
- Familiarity with customer support tools and systems (CRM, ticketing systems, backlog management, Jira/Confluence, etc.), as well as proficiency in project management methodologies
- Previous experience in marketing and business as well as experience with medical devices would be preferred
Our benefits
We are an aspiring corporate group where respect and trust form the basis for cooperation and communication within Sysmex.
- Culture & cooperation
An appreciative work environment, open corporate culture, flat hierarchies and an inclusive and caring atmosphere. Working in an innovative and international environmentwith a broad learning and development landscape in our EMEA Campus, after-work events for internal networking - Work-life balance
Flexible working through flextime and a hybrid working model (60% mobile working, 40% on-site), 30 days annual leave - Additional benefits
Christmas and holiday bonuses, childcare allowance, capital-forming benefits, subsidy for company pension scheme, corporate benefits, relocation assistance, subsidised lunch in our canteen - Health & wellbeing
In-house gym, various sports courses, massages, company medical and psychological care, workplace glasses, general health management - Mobility
Subsidy for the public transport “Deutschlandticket”, free parking, bike leasing via JobRad - Social Responsibility
Various opportunities to get involved in different sustainability and charity initiatives, climate friendly and respectful use of resources
Did we spark your interest? Then we look forward to receiving your application with salary requirements and the earliest possible starting date.