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Technical Support Coordinator (Microscopy)

Hybrid
  • Amstelveen, Noord-Holland, Netherlands
European Customer Operations Healthcare

Job description

Nikon is a globally recognized opto-electronic and precision company with over 100 years of innovation, delivering customer focused technologies that are environmentally sustainable and in line with UN Corporate responsibility goals.

Nikon Microscope and Cell Solutions, a division of Nikon’s Healthcare Business, provide research and clinical microscope-based imaging solutions that harness the power of light to support scientists in their continual pursuit to improve the quality of human life.


Job summary

Currently we are looking to recruit a European Technical Support Coordinator for the Healthcare division Nikon Europe BV. In this position you will be the key person to coordinate after-sales enquiries for microscopy systems for European Nikon branch offices and distributor service teams.

The main responsibilities of this position are to coordinate first-line support for all post-sales microscope technical inquiries, develop and assess technical service materials, and meet requirements in alignment with legislative and compliance objectives. You provide exceptional customer service and stakeholder communication to facilitate the expansion and growth of the company's services and products.

We are looking for a positive and driven person with experience in technical customer support and a high attention to detail. You are part of our growing Healthcare business and you will work in close collaboration with Senior Management, Operational Coordinators, Product Managers, Application & Technical Specialists, Marketing, Business Support, Branches and Distributors.


Key Responsibilities

  • Assess and triage microscope product issues
  • Provide remote solutions on microscope issues where possible e.g. resolving compatibility issues and providing workflow and training related advice
  • If it is not possible to resolve the issue directly, escalate to the relevant specialist or department
  • Review technical helpdesk tickets (cases) to ensure latest information and responses are maintained
  • Create and maintain dashboards for time and satisfaction metrics for technical helpdesk performance
  • Create technical information, advisories, knowledge articles, checklists and protocols

Job requirements

Your profile

  • Bachelor’s degree
  • 3+ years professional experience in a comparable position within a scientific or healthcare B2B marketplace as a Technical Administrator, Imaging Facility Technician or Service Coordinator
  • Experience of remote support of complex technical equipment, with optical products a preference
  • Experience with ticket/case management and use of CRM system (like Dynamics 365)
  • A customer-centric mindset, empathizing with customers and proactively anticipating their needs.
  • Approaches problem-solving creatively, analytically and systematically to reach optimal solutions
  • An eye for detail, ensuring accuracy and precision in all aspects of your work
  • Excellent verbal and written communication skills (fluency in English is required)


Interested? Tell us about yourself

Tell us about your professional growth to date, and your goals for the future. Which projects or achievements are you most proud of? What’s been your biggest challenge so far, and how did you overcome it? If you think you’d be a good fit for this role, send your CV and a short cover letter to Alex Damen.


If we like what we see

If we believe you’ll be a good fit for the role above, we will contact you to schedule an introductory online meeting with our recruitment team.

Hybrid
  • Amstelveen, Noord-Holland, Netherlands
European Customer Operations Healthcare

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