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Customer Success Manager

 

Permanent  TBD Master Paris, France ASAP
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Job Description :

You will join the Supply chain department of Elveflow. Elveflow is an innovative SME selling equipment for researchers in the microfluidics field. Even if Elveflow provides easy to use equipment, it’s always possible to bring more help and support.

The successful candidate will be responsible for providing technical support to our customers. He/she will be responsible for resolving issues in a timely and efficient manner. The ideal candidate will have strong technical support experience, be able to work in a team environment and communicate effectively with customers.

You will help to develop new service offers to train users on the equipment and get a better understanding of microfluidics to help them in their research. You will be working mostly in English so you need to be comfortable with it.

The main tasks include Front office and technical back office.

Front office client:

Ensure after-sales follow-up, customer relations by email, video, etc.

Technical front office: respond to customers’ technical problems

Ensure the creation, maintenance and management of the technical documentation of the instruments in conjunction with R&D, sales and industrialization

Alerting the quality department or the sales department to recurring problems and proposing improvements

Be a force for proposals on the tools and platforms to be put in place to serve the customer

Technical back office:

Follow up and repair instruments returned by customers: diagnosis of products, physical repairs of instruments, replacement of components and return to customers within the deadlines

Suggest improvements to the quality control of components and/or products

Participate and contribute to the continuous improvement of the product range, product documentation and processes and procedures

Alert in case of recurrent problems in R&D and production and follow up projects and propose improvements

Analyse and monitor the flow of returns: alert management to delays and propose preventive actions for recurring problems

Understand and analyse customers’ microfluidic manipulations in order to solve their problems

Participate in new products: specifications, beta tests, new product rollouts.

Write documentation for customers: user guide, technical data sheet etc…

KPI: set up, follow up and communicate analyses every month

Propose global improvements concerning the problems that have arisen

Implement efficient processes to continuously improve quality, propose corrective and preventive actions

Participate in the transition to a new ERP: test, analyse, train

Preferred experience :

  • You are eager to learn new things, here knowledge is power!
  • You are interdisciplinary and a jack of all trades.
  • You love traveling and meeting new people
  • You are customer-centric
  • Technical knowledge: electronics, pneumatics, mechanics, software, instrumentation, microfluidics
  • Resourceful, reactive, finds solutions, implements preventive actions
  • Relational, sense of service
  • Ability to analyse and summarise
  • Sense of organisation and prioritisation
  • Fluent English

At Elvesys, we like: people who take action, creative people, autonomous people, curious people, team players. People who do more than talk, people who are demanding of themselves but who take care of those around them. Those who question themselves, those who want an intense and contrasting life. Those who bring sweets.
If you recognize yourself in most of these points and have a good capacity to learn, then don’t hesitate to apply!

Recruitment process :

A recruitment process that goes by quickly:

  • Happiness questionnaire to join the tribe
  • Cultural call mindset
  •  Interview with your future managers
  • On-site visit
  • Welcome !

To apply for this job :

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