Customer Case Management Engineer - Software department

Role Summary:


The BioProcess Software department develops software for systems helping our customers in the pharma industry and universities to invent and develop biological medicines for diseases such as cancer and diabetes.


We are now looking for two Customer Case Management (CCM) Engineers to join the BioProcess Software department within BioProcess R&D (Research and Development) at our site in Uppsala.
Essential Responsibilities:
As a Customer Case Management (CCM) Engineer in the BioProcess SW department within BioProcess R&D, you will be responsible for the customer case management for software products. The CCM Engineer coordinates, prepares, and resolves customer cases in collaboration with software and system engineers, and provides support to field service engineers, the customer support office, and our customers around the globe. You will be based in Uppsala and work in a global environment where your language skills and interest for different cultures will be of great value.


In this role you will be part of a small team, building, and developing the customer case management function within the department. Being service minded and solution oriented is key to excel in this role.


Essential responsibilities:
Develop a strong working relationship with the teams in the BioProcess SW and System departments and the service organization, ensuring effective communication
Acting as a subject-matter expert in our SW products
Support field service engineers and the customer support office, providing technical knowledge about IT, database infrastructure configurations, and general technical knowledge about our software products and systems
Investigate customer cases related to our SW products in collaboration with SW and system engineers within R&D
Plan, prioritize, and drive work items
Be part of building, developing, and driving the CCM team
Develop and refine our work processes for CCM
Communicate with customers and internal stakeholders both written and orally
Document technical investigation results
Support development of new products and maintenance of legacy products during testing periods, and planning



For questions, please contact hiring managers:
Anders Wessman, tel. +46 (0)73-036 30 12 or anders.wessman@ge.com
Ulrika Öhman, tel. +46 (0)76-496 06 55 or ulrika.ohman@ge.com



Qualifications/Requirements:
BSc or equivalent
Fluent in English, written and spoken is required. Very good Swedish language knowledge
Excellent written and verbal communication skills
Ability to plan, coordinate, prioritize, and drive your work items
Technical interest in HW and SW
Interest in interacting with other people
Good problem-solving skills
Service minded
Skilled in computer networks and database installations
Enjoy working in an international environment
EU Work permit is required



Desired Characteristics:
Application knowledge within biotechnology and chemistry
Few years of experience in SW development (C # .NET)
Experience of working with lab equipment
Previous experience as a field service engineer or similar position