Business Analyst, Customer Service & Technical Support
見る: 125
更新日: 16-11-2025
カテゴリー: 管理/事務/アシスタント 金融/銀行/株 IT-ソフトウェア IT-ハードウェア/ネットワーキング 情報技術
業界:
ジョブタイプ: Voltijds
仕事内容
- Previous work experience as business analyst or project manager, ideally within an international medical devices or in-vitro diagnostics equipment organization is preferred;
- Previous work experience within a customer service or technical support function is an asset;
- Experience working in a regulated environment is preferred;
- Experience with multi-dimensional reporting on ERP or CRM data;
- Demonstrated technical writing and training skills are a plus.
Academic level in engineering or economic orientation is preferred, or equivalent through experience and/or by training.
Business Analyst, Customer Service & Technical Support
The Customer Process and Data Specialist is a key supporting role within the broader Customer Service and Support department that is driving functional continuous improvement projects to completion, supporting data driven decision making based on analytics and KPI monitoring, enabling reliable process execution and owning the function’s quality monitoring, inspection readiness and business continuity.
The Customer Process and Data Specialist ensures various customer service and customer support continuous improvement projects are staying on track by facilitating (cross-) functional progress reviews, checking on project deliverables and elevating specific project needs to management.
He/she enables smooth implementation of new processes or process changes through well written procedures and work instructions according to Biocartis standards, adequate training of team members and close monitoring of process performance.
Building on his/her expert knowledge of the customer care processes, he/she plays a key role in assuring the function’s inspection readiness through regular quality monitoring activities and sampling of records. He/she will also maintain a risk-based business continuity plan to ensure service delivery according to target service levels.
Understanding the various systems used within the function (the ERP system, asset management system, Salesforce.com) the Customer Process and Data Specialist assists functional management by building a solid reporting framework, performing sound data analyses and offering meaningful insights into the team’s efficiency and effectiveness.
With his/her broad understanding of the customer care domain, the Customer Process and Data Specialist is a key functional representative in cross functional projects, with a particular focal point on representing the customer’s experience and driving a customer centric approach.
Accountabilities
- Responsible for keeping the function’s continuous improvement projects on track
- Produce well written procedures and work instructions
- Maintain the department’s training plans and organize effective on-boarding training and continuous education of team members
- Monitor process performance and suggest improvements
- Ensure function’s inspection readiness through quality monitoring activities and sampling of records
- Maintain business continuity plan in alignment with target service levels
- Build a solid reporting framework and perform sound data analysis by gathering data from various business systems
- Represent the customer service and support function on larger, corporate initiatives
- Act as an ambassador of the customer experience and drive a customer centric approach.
- Perform duties in compliance with applicable Biocartis quality policies, regulatory requirements, and applicable legislation as well as standards including, but not limited to, ISO standards
- Maintain an impeccable level of compliance to QMS requirements.
- Build strong relationships and have regular interactions with internal customers, notably sales management, KAMs and Product Specialists to strengthen understanding of industry trends and customer needs.
- Together with the Customer Service management team
o identify meaningful evolutions and innovations and support the implementation thereof
o translate company and departmental goals and objectives to achievable action plans
Profile requirements
Education;
Academic level in engineering or economic orientation is preferred, or equivalent through experience and/or by training.
Experience;
- Previous work experience as business analyst or project manager, ideally within an international medical devices or in-vitro diagnostics equipment organization is preferred;
- Previous work experience within a customer service or technical support function is an asset
- Experience working in a regulated environment is preferred.
- Experience with multi-dimensional reporting on ERP or CRM data.
- Demonstrated technical writing and training skills are a plus.
Technical/Theoretical knowledge, skills and expertise
- Good interpersonal skills
- Proactive attitude and self-starter mindset
- Strong analytical capabilities
- Familiar with lean - six sigma
- Technical writing skills
- Project management/facilitation skills
- Collaborative problem solver
- Good notions of risk management and business continuity planning
- Thrives in a fast-paced, changing environment
- Familiar with key financial indicators
- Able to work under pressure and have a flexible approach
Software and database applications
Advanced user of MS Office suite (word processing, spreadsheets, presentation tools).
Experience with Project management and visualization tools (Visio).
Applied experience with multi-dimensional reporting tools (PowerBI).
Good understanding of ERP/CRM systems (Microsoft Dynamics 365; Salesforce.com preferred).
Job specific behavioural competencies :
Analytical thinking: Expert – Conducts ongoing in-depth analysis to anticipate potential problems and guides others in complex issues.
Planning and Organization: Expert – Time & priority management: plans activities effectively with respect for priorities and deadlines.
Communicating & Influencing: Leading – Communicates with influence: influences and convinces internal and external stakeholders; empathic listener.
Adaptability to change:Expert – Adapting to change: accepts and implements change and adapts, even in difficult situations.
Resilience:Expert – Continues to perform effectively under time pressure and in the face of disappointment, adversity and opposition.
Our offering
We offer you an exciting job in a fast growing international and innovative environment where you can work with top entrepreneurs in the biotech industry. You can be part of a very dynamic, young and growing team. You will have freedom to shape your work and shape your job where you deem it necessary: we value your input. Of course we offer you an appropriate compensation package.
締切: 31-12-2025
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