Global Service Readiness International

**Job Description Summary**: As part of our Global Customer Services International (GCSI) department, the Principal Product Specialist provides leadership and support to the Outside US Pyxis and CATO Platforms and Regional Service Operations teams, thereby enabling them to provide service and support for our OUS install base.

The person will work closely with the implementation teams, R&D and Quality to ensure utmost customer satisfaction.

**About the Role**
- To represent the “Global Customer Service International” function at an international level for Pyxis and Cato platforms.
- To represent the “Global Customer Service International” workstream in GPDS and sustaining projects, owning the readiness deliverables and influencing product developments which support serviceability, usability and reliability.
- To provide 3nd level support to the Affiliate and Distributor FSEs and when required.
- To coordinate 4th level support with relevant departments to deliver solutions to both Outside US regional Customer Service and Distributor FSEs.
- To manage escalated customer technical support queries through to resolution. Manage the liaison with Quality, Operations, Customer Advocacy, R&D and Sustaining Engineering to ensure a comprehensive solution is delivered.
- To manage the maintenance and update of Technical Service Manuals, Installation and Support Guides and Technical service bulletins, along with their distribution to internal customers.
- To provide technical detail for customer communications and review their accuracy before release.
- Cross training Global Customer Service service readiness associates for back up support.
- To support Pyxis and CATO platform product management in defining and delivering their end of life strategy.
- To support the quality function in execution of Field safety corrective actions, quality system updates and audit support as needed.
- The associate should ensure all relevant processes are performed per internal SOP’s and Service documentation. He / She will adhere to the organization and department policies, quality procedures and protocols.
- Serve as a role model and mentor to the team by demonstrating BD Values.
- Actively engage with Quality Management System requirements.

**About You**
- Ability to develop and maintain positive and collaborative working relationships with Sales, Marketing, Manufacturing, Engineering, R&D, Quality, Regulatory and other functions critical to Service readiness success.
- Collaborative style, establishing strong relationships & building support network with the Countries, Businesses and Functions
- Ability to work independently as well as an effective team player with strong desire to deliver results.
- Strong customer orientation and problem-solving skills
- Capacity to acquire a high-level understanding of technical issues
- Basic knowledge on Pyxis and Cato concepts
- Excellent range of communication skills at all levels
- Adept at multitasking with great detail orientation
- Flexible attitude and ability to handle changing priorities
- Experience in working in multi-cultural environment
- Fluent in English, both oral and written. Another European language would be a plus
- Good knowledge of all MS Office tools

Desirable:

- Pharmaceutical and/ or technical background
- Experience within hospital environments
- Experience with medical devices
- Additional languages - German

Travel requirements & Location of the position:
The position is office based with the flexibility for home office.

**Our offer**

A professional challenge in a highly motivated team and a global environment. A family-like working atmosphere in an innovative environment where your opinion counts. Diversity shapes our corporate culture and we are convinced that it makes us a stronger team. We value each person as an individual with their skills and needs. With this in mind, we welcome severely disabled people, people with equal rights, and applicants of any gender.

**Primary Work Location**: AUT Vienna - Handelskai