Bio-Rad MSc & PhD Biotechnology Apply Online For CTS Job

To provide internal and external customer with technical & application support. How to use the Bio-Rad product in the best way. Log all customer interactions in Service Cloud / SMAX for complaints handling and visibility.  Improve customer experience on using our products and services, and enhance our corporate branding.

How You’ll Make an Impact:

• Provide internal and external customer with excellent technical support.
• Via telephone, e-mail, remote control, to support our product for technical and application issues.
• Liaise with instrument service, customer service and sales.
• Log each customer contact/interaction in the Service Max database.
• Raise cases , if it necessary  raise  work order for the field service engineers and ensure all information are accurate and completed as per Standard Operating Procedure (when SMAX is available)
• sends required paper documentation to the customers,
• decide and manage the exchange of products concerned by quality issues;
• Practical trouble shooting over the phone, using workshop/office lab facilities if necessary
• Responds accordingly based on the SLA; delivering Bio-Rad’s promise to the customer
• help users to work with our products,
• help to resolve all the issues with systems, software; escalating when necessary
• raise cases , escalations, ICCR in Service Cloud

Active communication with the sales

• for new business opportunities
• inform sales reps if any commercial risk will appear
• decide to block the product if any huge and risky problem will arise, analyse the claim and provide a report to the specific department (eg. second level for some divisions)

Instrument Service

• Keep customer database up to date (Service Cloud)
• Accurately diagnose issue through phone / BRiCare and include details in workorder raised
• Communicate /Follow up with customer for instrument repair status.
• Follow up with customer for satisfaction survey after breakdown call is completed
• Raise cases and inform service about upcoming work orders/ Preventive Maintenance

What You Bring:

• Degree in M.Sc Biotechnology or Ph.D. holder
• Good telephone skills, organization skills. technical skills, good customer skills
• Good and consistent documentation skills, able to work independently
• Must be a team player who can collaborate well with cross functional teams
• Customer service experience, laboratory experience and experience with diagnostics/life science equipment/tests.
• Prior experience in a customer experience center will be an added advantage
• 2 to 4 years of experience in Customer Technical Support

Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.

Benefits: Bio-Rad’s biggest asset is its people, and the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees through the various stages of an employee’s work and life cycle. We’re proud to offer a variety of options, including competitive insurance plans for you and your immediate family, Annual Health checkup , Marriage Leave, Paternity Leave ,Employee Assistance Programme , extensive learning and development opportunities, and more.

EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with disabilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.

Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

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Here are five possible interview questions that can be asked in the technical round for the job:

1. Can you explain the role of a Senior Research Fellow in providing technical and application support in a customer care setting?Answer: The role of a Senior Research Fellow in customer care involves providing technical and application support to both internal and external customers. This includes assisting customers in using Bio-Rad products effectively, troubleshooting technical and application issues via various communication channels, and ensuring all interactions are properly documented for complaints handling. Additionally, the role focuses on enhancing customer experience and contributing to the company’s branding.
2. How would you handle a situation where a customer reports a technical issue with one of our products over the phone? Answer: I would begin by actively listening to the customer’s concern and asking relevant probing questions to better understand the issue. If the problem can be resolved remotely, I would guide the customer through troubleshooting steps. If further assistance is required, I would log the interaction in the Service Max database, and if necessary, initiate the creation of a work order for field service engineers. Throughout the process, I would ensure accurate documentation and adherence to Standard Operating Procedures.
3. Can you describe your approach to managing customer complaints related to product quality issues? Answer: When dealing with quality-related complaints, I would take a systematic approach. First, I would evaluate the nature and severity of the issue. If a product exchange is necessary, I would manage the exchange process, ensuring that customers receive the required paper documentation. If the issue is complex, I would escalate it to the relevant department for further analysis and resolution. Throughout the process, effective communication and documentation would be paramount.
4. What steps would you take to keep the customer database up to date and ensure accurate communication with the sales team? Answer: I would consistently update the customer database in Service Cloud to ensure accurate and up-to-date information. In terms of communication with the sales team, I would actively share information about new business opportunities, as well as any potential commercial risks. If a significant problem arises, I would assess the situation, provide a detailed analysis, and take appropriate action, such as blocking a product if needed, while maintaining effective communication with sales representatives.
5. How would you approach providing technical support to customers who have limited familiarity with our products and their usage? Answer: When assisting customers with limited product familiarity, I would adopt a patient and informative approach. I would simplify technical information and guide them step by step through the process. Visual aids, diagrams, or easy-to-understand language might be employed. Additionally, I would encourage questions and feedback, ensuring that the customer gains confidence in using our products. My goal would be to make the experience as smooth and empowering as possible for the customer.

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