Hologic is the market leader in the women’s health industry with three different divisions, all offering unparalleled diagnostic and treatment solutions. In the regulated markets where businesses are awarded on a tender basis, our capability to win the deal comes from seamless combination of Customer solution definition (Commercial and Technical content) together with flawless execution of all tender requirements (Administrative content and process).
This is a flexible role with an approximately 70% performing direct service activities on Hologic products in the field and a 30% Leadership role supporting the Field Service Manager in providing exceptional field service and customer experience to Hologic’s customers.
The role is situational and reactive so may be 100% service as the daily needs of our customers change or &;gt;30% Leadership on other occasions. Travel within country and region is required.
Responsibilities
+ Responsible for providing supervision of the Field Service Engineers to ensure exceptional field service and customer experience to Hologic’s customers
+ Coach, mentor and lead team into a culture of accountability, engagement and continuous improvement, and principles of engagement to drive and deliver results.
+ Provide clear and explicit guidance to team, peers and leadership on elements that may affect immediate operations or companywide policies
+ Set and manage team objectives/goals in alignment with overarching plans and strategies developed
+ Effectively manage and partner with HR to deliver team effectiveness through engagement
+ Implementation and installation of systems at customer sites. Working closely with the applications team, sales team and project managers. This may include planning, IT liaison
+ Provide emergency service and repairs and on request also Preventative Maintenance as requested by customers.
+ Liaising with customer IT departments and assisting with information systems installations and troubleshooting.
+ Maintenance and accuracy of assigned inventory.
+ Supporting marketing activities such as exhibitions.
+ Assisting the Field Service Manager with sales and application support for customer inquiries and business tender responses
+ Work closely with the Technical Field Support group with new product introductions.
+ Promote service agreements to customers.
+ Ensure own administrative tasks are complete on time and as needed support the team giving guidance on items such as: Field Service Reports, Expense Reports, Equipment Site Assessments, Inventory Reports, Internal Laboratory Reports, Equipment Checklists, RGA Forms.
+ Work effectively as part of the leadership team, this may include communicating and meeting with customers addressing service issues, concerns and questions then liaising with customer facing teams to implement solutions.
+ Assist the Field Service Manager as needed with call escalation, technical support and administrative duties.
+ Monitors and reports to FSM on progress of tasks/projects assigned to FSE’s.
+ Monitor and assist in the development of new hires with Co-travel to Conduct on-the-job trainings to FSEs on all aspects of field operation;
+ Assist with area management in FSM absence.
Experience:
To perform this job successfully, an individual must be proficient in each of the following areas of knowledge and skills.
Required Knowledge/Skills:
+ Technical proficiency servicing instruments in the field, and a general knowledge of corporate related processes and disciplines.
+ Ability to troubleshoot complex electrical, electronic, pneumatic, and mechanical systems.
+ Strong interpersonal and customer satisfaction skills.
+ Demonstrate leadership ability and have the potential to further develop as a people and business leader
+ Deliver and support the development of time based goals and objectives.
Communication:
+ Professional and effective internal and external communication skills.
+ Ability to accurately diagnose issues as described over the phone by Field Service Engineers/customers.
Computer/Software/Instrumentation:
+ Proficient use of Microsoft products (Word, Excel, Outlook).
+ Working knowledge of various troubleshooting/analysis tools (Tiny Click, Macros, Data Acquisition, etc.)
+ Proficient use of diagnostic instrumentation and equipment such as DVMs, Oscilloscopes, Micrometers, etc.

Customer Service Representative (DE & UK)
140945
02/12/2021
Sales & Service
Amsterdam, North Holland
Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.
Position Summary
Under Armour is seeking e-Commerce Customer Support to cover the European market. The CS will work within the e-Commerce Customer Support team based in Amsterdam. This role connects directly with Under Armour’s external/internal customers through email, phone and customer reviews. Within this role, you will be responsible for providing first class service to our customers from our Under Armour websites.
Essential Duties & Responsibilities
FLUENT IN GERMAN AND ENGLISH
Represent the company and our customer service philosophy with the utmost integrity while delivering best in class customer service.
Assist customers with phone/email enquiries related to customer orders, product information and company policies etc from our English website plus support others European websites upon request.
Receive, process, and verify the accuracy of orders from customers utilizing the organization’s internal CRM/mainframe system as well as customer purchase orders.
Answer customer reviews submitted on our Social media and on e-Commerce websites.
Handle complaints
Perform order management functions: Work with our various platforms to track, maintain orders, returns and credits
Clarify to the customers the company policies such as returns and exchanges
Proactively involved in maintaining up-to-date procedure documentations within the Under Armour customer service policies
Actively contribute to e-Commerce process improvement initiatives within the Customer Support team to ensure customer satisfaction
Communicate proactively, professionally, efficiently and tactfully with key stakeholders internal and external (sales ops, logistics, IT as well as local and global e-Commerce) customers.
Escalate issues in a structured way to CS management
Run daily/weekly/monthly reports according to service level agreement
Qualifications (Knowledge, Skills & Abilities)
+ Customer Service: Enthusiastic, positive, patient, professional and pro-active service minded attitude. Manage difficult or emotional customer situations. Respond quickly to customer needs.
+ Problem Solving: Solution oriented. Identifies and resolves problems in a timely manner.
+ Interpersonal Skills: Focus on solving conflict not blaming. Remains open to others’ ideas and flexible to change.
+ Communication Skills: Excellent oral and written communication skills; Good listener.
+ Good organizational abilities / Prioritization: Follow policies and procedures; Knows how to effectively priorities; Complete administrative tasks correctly and on time.
+ Multi-tasking in fast paced environment: Ability to stay calm under pressure and handle multiple tasks ·
+ Flexibility: Be able to juggle many projects simultaneously and take on additional tasks and responsibilities when required.
+ Change minded: Must be adaptable to changing work situations.
+ Ability to work as part of a team: Balance team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload.
Education And / Or Experience
Other Requirements
Relocation
Under Armour is an Equal Opportunity Employer and we are committed to diversity in the workplace. We encourage qualified diverse candidates to apply. Under Armour does not discriminate against any candidate on the basis of race, gender, disability, religion, national origin, age, or any other protected category.
The collection and use of personal data about applicants for employment is essential for conducting the business administration and business operation of Under Armour, Inc. (“Under Armour”) and those of its subsidiaries and affiliates. Under Armour’s overseas subsidiaries in the European Economic Area collect personal data about applicants for employment and may transfer such personal data to Under Armour in the United States in accordance with the terms of its Data Privacy Policy. Full details of Under Armour’s Data Privacy Policy are available at https://careers.underarmour.com. Under Armour has certified that it complies with the EU-US Privacy Shield Framework Principles with respect to safeguarding and transferring personal data it receives about Under Armour employees in the European Union. Further details about the Privacy Shield Framework and the list of certified companies are available at www.privacyshield.gov.

Customer Service Representative (SP & FR)
140946
02/13/2021
Sales & Service
Amsterdam, North Holland
Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.
Position Summary
Under Armour is seeking e-Commerce Customer Support to cover the European market. The CS will work within the e-Commerce Customer Support team based in Amsterdam. This role connects directly with Under Armour’s external/internal customers through email, phone and customer reviews. Within this role, you will be responsible for providing first class service to our customers from our Under Armour websites.
Essential Duties & Responsibilities
MUST BE FLUENT IN SPAINISH AND FRENCH
Represent the company and our customer service philosophy with the utmost integrity while delivering best in class customer service.
Assist customers with phone/email enquiries related to customer orders, product information and company policies etc from our English website plus support others European websites upon request.
Receive, process, and verify the accuracy of orders from customers utilizing the organization’s internal CRM/mainframe system as well as customer purchase orders.
Answer customer reviews submitted on our Social media and on e-Commerce websites.
Handle complaints
Perform order management functions: Work with our various platforms to track, maintain orders, returns and credits
Clarify to the customers the company policies such as returns and exchanges
Proactively involved in maintaining up-to-date procedure documentations within the Under Armour customer service policies
Actively contribute to e-Commerce process improvement initiatives within the Customer Support team to ensure customer satisfaction
Communicate proactively, professionally, efficiently and tactfully with key stakeholders internal and external (sales ops, logistics, IT as well as local and global e-Commerce) customers.
Escalate issues in a structured way to CS management
Run daily/weekly/monthly reports according to service level agreement
Qualifications (Knowledge, Skills & Abilities)
+ Customer Service: Enthusiastic, positive, patient, professional and pro-active service minded attitude. Manage difficult or emotional customer situations. Respond quickly to customer needs.
+ Problem Solving: Solution oriented. Identifies and resolves problems in a timely manner.
+ Interpersonal Skills: Focus on solving conflict not blaming. Remains open to others’ ideas and flexible to change.
+ Communication Skills: Excellent oral and written communication skills; Good listener.
+ Good organizational abilities / Prioritization: Follow policies and procedures; Knows how to effectively priorities; Complete administrative tasks correctly and on time.
+ Multi-tasking in fast paced environment: Ability to stay calm under pressure and handle multiple tasks ·
+ Flexibility: Be able to juggle many projects simultaneously and take on additional tasks and responsibilities when required.
+ Change minded: Must be adaptable to changing work situations.
+ Ability to work as part of a team: Balance team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload.
Education And / Or Experience
Other Requirements
Relocation
Under Armour is an Equal Opportunity Employer and we are committed to diversity in the workplace. We encourage qualified diverse candidates to apply. Under Armour does not discriminate against any candidate on the basis of race, gender, disability, religion, national origin, age, or any other protected category.
The collection and use of personal data about applicants for employment is essential for conducting the business administration and business operation of Under Armour, Inc. (“Under Armour”) and those of its subsidiaries and affiliates. Under Armour’s overseas subsidiaries in the European Economic Area collect personal data about applicants for employment and may transfer such personal data to Under Armour in the United States in accordance with the terms of its Data Privacy Policy. Full details of Under Armour’s Data Privacy Policy are available at https://careers.underarmour.com. Under Armour has certified that it complies with the EU-US Privacy Shield Framework Principles with respect to safeguarding and transferring personal data it receives about Under Armour employees in the European Union. Further details about the Privacy Shield Framework and the list of certified companies are available at www.privacyshield.gov.