Customer service assists our medical clients by addressing their inquiries through technical support and effective communication. This includes following up on incidents and providing clear, concise feedback. Acting as a liaison, customer support collaborates with both internal and external teams to ensure a seamless and uninterrupted case flow. As a customer service engineer, you're responsible for providing operational and administrative support to our medical partners concerning the processing of clinical cases. You'll handle the flow of incoming cases and follow up on the timing and on-time delivery of cases. Customer service will be the first response to new e-mails received in our Service Request System (HEAT). What you will do Respond to all comments received via our online management systems, according to the brands you support Respond to all phone calls received; any voicemails will be returned within the same business day Handle all urgent comments Establish reasonable expectations for these deadlines with the customer (e.g., expedited cases, special requests) Be accountable for delivering the product within the agreed-upon lead times, including coordinating communication between internal and external stakeholders during all parts of the process to meet the expected deadlines We usually communicate with sales representatives or the surgeon's office admins, but we do sometimes have to deal directly with the surgeons Independently handle all external and internal requests daily regarding clinical cases for a diverse group of products and partners Handle the flow of incoming cases and start the operational processing Receive incoming images for new cases and prepare them for processing; follow up with partners on rejected images Follow up on the processing of cases, assuring all cases are processed, produced, and shipped to the customer within the agreed timelines; reach out to the different stakeholders in case of delays or issues with the flow, and intervene when timings are/need to be changed Provide information within an acceptable time frame for the business relations to partners and customers regarding the case management flow and process Detect and escalate recurring problems on the operational side Prepare regular reports regarding the processed cases for invoicing and reporting purposes Participate in the integration of customer service operations of new partners and/or products Your profile Strong interest in the medical field, with excellent communication and organizational skills Detail-oriented, well-organized, and focused on delivering a customer-centric approach Problem-solving comes naturally to you and is an integral part of your work style Excellent communication skills in English High attention to detail, especially in compliance with the highest standards of the implantable medical device industry Strong commitment to meeting deadlines and respecting established timelines What we offer When creating a better and healthier world, a good place to start is with yourself. That's why we encourage our employees to prioritize their overall well-being, fostering physical fitness, mental resilience, and social connections through a range of workshops, sports activities, and other events and initiatives that contribute to a balanced and fulfilling work-life harmony. Hybrid working & flexibility Personal growth and career advancement Team building Innovation is key Location and type of contract Full-time On-site Entry level Share on: Materialise is a dynamic, international high-tech company, founded in 1990 and headquartered in Belgium, with over 2,300 employees worldwide. Materialise’s mission is to innovate for a better and healthier world through its software and hardware infrastructure and in-depth knowledge of additive manufacturing (also known as 3D printing). Our customers are in diverse industries, such as automotive, aerospace, medical, research, and academia. As a growing company, Materialise is always looking for enthusiastic professionals who want to work in an environment full of revolutionary technology and surrounded by people passionate about their work. Reach out to our team to get the answers to your questions. #J-18808-Ljbffr