Gruppchef Customer Support

Do you want to lead a team of engaged customer support employees and be part of a company that produces products that save lives? To meet the high demand of our products, we continue to increase the number of employees and we are now located in our new premises in Vasteras.
SGS DNA is a fast growing company with 95 employees that is part of the QIAGEN Group. We work with customized medical technology products for primarily In Vitro Diagnostics (IVD), as well as other uses. The company also provides some related services such as analysis and stability studies. We apply the Medical Technology Directives, ISO13485 (EU) and 21CFR820 (USA). SGS DNA's customers are mainly on the European and US markets. We work in an international environment and the company language is English.
A fantastic opportunity has arisen at SGS DNA/QIAGEN to make improvements in life possible by working as Team leader Customer Support for QIAGEN´s new GMP oligonucleotide manufacturing site in Vasteras. You will report to Manager Business Strategy. As a Customer Support Team Leader, you will lead a team of Customer Support Specialists that serve as the first point of contact to our customers. You will lead by example demonstrating you are able to provide answers about product knowledge, process requests, and provide constructive customer service feedback to your team as well as proactively problem-solve. You’ll also serve as a liaison and communicate daily with other Team Leaders and Managers to ensure requests are being processed efficiently. If you want to take on an exciting challenge and enjoy the benefits of a growing and successful business available now and in the future, then this is definitely the role for you
Role and Responsibilities
As team leader Customer Support at SGS you will:
Have Process ownership customer support
Conduct technical training of employees according to department needs
Maintain and improve communication & cooperation between involved departments
Actively drive digitalization of Customer Support including sstandardization of the technical information flow including digital infrastructure (LIMS, Sales Force, SAP etc)
Support your own team as well as Manager Business Strategy including:

- Preparation of quotations
- Customer communication and support
- Support to key account managers
- Work according to SGS DNA’s policies and routines
- Be responsible for and work with CAPA (Corrective and Preventive Actions) investigations and CR (Change Request)
Be responsible for Order to Cash process within SGS
Support Plan to Produce process within SGS
Develop Customer Support Team according to Company Strategy O
ptimization & standardization in all aspects of the department
Ensure effective cooperation with assigned counterparts of involved departments
Ensure technical data & information management



Qualifications and characteristics
We are seeking an experienced team leader that has been working with customer relations within life science to lead the Customer Support team through a continuous period of growth. We are looking for an person that is an influential manager with ability to lead and motivate. We expect that you have great verbal and written communication skills in Swedish and English . You will ensure that staff members are aligned with the company's mission and vision and that we are working together with other departments to successfully achieve strategic objectives.
University degree in natural sciences and business administration or equivalent work experience
At least 5 years professional experience in a similar function in Life Science or Pharma industries
Excellent communication skills in Swedish and English



Working Hours / Duration
The position is permanent employment
Full time, 100%, 40 hours / week.
Contact
Ali Al Ameri, Manager Business Strategy +010-474 93 20
Jenny Mcwhinney, Union representative, +46 (0)73 052 92 37
Application
Please apply for the position to our work@sgsdna.com mail address , attach a personal letter and CV. Apply for the position as soon as possible as selection takes place on an ongoing basis and the position may be filled before the last application date, which is 2021-05-28