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Danaher Corporation Agent – Equipment Support Hotline (f/m/d) in Duesseldorf, Germany

Find what drives you on a team with a more than 70-year history of discovery, determination, and innovation. As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers protect people. Our products serve a wide range of markets, so if your interests lie along the spectrum of Life Sciences to Industrial, you’ll find a rewarding role here. For the exponentially curious, Pall is a place you can thrive and amplify your impact on the world.

Pall is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

The Opportunity

As a key entry point for technical phone assistance for our customers, the Equipment Support Hotline Agent is responsible for:

Quickly responding to customer calls, assessing customer's requirements, and determining the most cost-effective solution(s) to the customer's problems. The incumbent provides general technical consulting distinguishing among hardware, software and/or customer training issues to provide a phone-fixable solution or dispatch a task with the appropriate resource at minimum company expense.

The hotline agent analyzes data to enhance customer satisfaction, classifies customer complaint information according to appropriate regulatory requirements for compliant solutions, delivers value to customers with innovative and effective responses to their evolving needs and business issues.

The hotline agent owns & partners in implementing support plans, escalating customer issues to the appropriate management level stakeholders and providing on-site assistance & training when needed. The Agent seeks service support offerings and sales opportunities when applicable to promote the Pall brand and grow market share.

KEY RESPONSIBILITIES FOR THIS POSITION

  • Drives a sense of urgency and focus to ensure customer needs are addressed promptly and with an emphasis on a “first time” problem resolution

  • Applies excellent follow-up skills to insure we exceed customer expectations and close all outstanding issues

  • Serves as a clear advocate for the customer (internal and external) and is a steward for the company

  • Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion

  • Quality and delivery: response time, ticket aging, call closure rate, etc,.

Experiences and Education:

  • First years of experience in a Hotline or Customer Service Support

  • First years of experience in operating any technical service or instrumentation products, would be beneficial.

  • A technical Degree or equivalent experience in Engineering or related science field of study

  • The ability to troubleshoot and apply a logical decision-making process towards resolution of hardware, software, and methodology related problems

  • Good understanding of teamwork and good customer service skills.

  • Strong conversational skills in English and French, good command in German and Dutch would be a plus - but not necessary

    When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.

    Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

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