Customer Service & Project Management (m/f/d) Medical Devices

Wien Festanstellung EUR43,000 - EUR50,000

Aktualisiert am 10/11/2021

  • international company
  • medical devices


Our client is the global leader of patient-focused medical innovations for structural heart disease and critical care monitoring. They are driven by a passion for patients, dedicated to improving and enhancing lives through partnerships with clinicians and stakeholders across the global healthcare landscape.


Customer Service tasks

  • Order Management
    • Responsible for order management during the whole process of order life cycle - order entering to JDE, checking the order
    • Based on customer request checking the availability of the inventory
    • Follow up with the customer
    • Backorder reporting
    • Processing the orders of consignment stock
      Support physical consignment checks (resolve discrepancies in cooperation with the sales team)
    • Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price revision, adjustments
    • Ship to creation and maintenance in address book
  • Complaint management
    • Complaints to returned goods management and documentation handling and problems solving (Biokits, communicate with QA dept.)
    • Coordination of FCA
  • Additional office duties such as archiving and categorising relevant documents
  • Other:
    • If applicable basic EDI administration
    • Participation moderately complex one time projects aiming for improving the quality of service and effectiveness of customer service department

Technical Service Administrator tasks:

  • Manage service calls inJDE. This includes:
    • opening the call
    • coordination of associated shipments
    • handle logistics of replacement and repairs from customer enquiry through to return of equipment after repair in accordance with Standard Operating Procedures
    • ensuring completeness of call information
    • invoicing customers for repair/maintenance services provided
  • Promote Annual Protection Agreement / contracts during and after warranty and administer renewals of contracts in line with quarterly sales targets
  • Update of the installed base of capital equipment in JDE. This includes the manual correction of equipment status and address information according to the information provided by the sales organisation
  • Manage service contracts and rental agreements. This includes:
    • creating and updating the record of such agreements
    • contacting customers to coordinate recurrent testing covered by contracts


  • 2 years experience previous related experience Required and Bachelor's Degree or equivalent Preferred
  • Advanced computer skills including usage of MS Office Suite
  • Experience with an ERP software (e.g. JDE) preferred and CRM Tool SFDC
  • Good written and verbal communication skills and interpersonal relationship skills
  • Ability to work in a fast paced environment
  • Availability to work under pressure
  • Good problem-solving and critical thinking skills
  • Ability to work effectively in a cross-functional team environment
  • Ability to manage confidential information with discretion
  • Excellent customer service skills with ability to negotiate and resolve difficult situations
  • Excellent problem-solving skills
  • Ability to build and maintain strong relationships across the organisation to influence and achieve objectives
  • Ability to prioritize competing objectives in a fast paced environment
  • Critical thinking and challenging status quo
  • Basic organisational skills
  • Availability to travel for shorter period of time
  • Adhere to all EHS rules and requirements and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control


  • International medical device company
  • Highly motivated global environment
  • Collaborative work climate in an innovative environment
  • Safe workplace with long term perspectives
  • Numerous social benefits (e.g. free drinks, massage and Sodexo vouchers)
  • The minimum annual gross salary for this position is € 43.000,- EUR (full-time basis). Based on individual skills and experience, we offer appropriate additional payment


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