Global Support Coordinator

Gothenburg, Sweden

Do you want to be part of a Leading Global MedTech Company?

We are in search of a service-minded and professional Global Support Coordinator that can be a part of our exciting journey!

 

Overview

At Mentice, we passionately develop endovascular simulation solutions to help improve patient lives. More than 20 years ago, we started with a simple mission, and how our solutions help doctors acquire, retain, and enhance their endovascular therapy skills helping them improve patient outcomes worldwide. We have regional offices in the US, Europe, Brazil, India, China, and Japan while our headquarters office is in Gothenburg, Sweden.

With challenges and change, comes huge opportunity. This is a new role at Mentice and as the Global Support Coordinator, you will be a part of the corporate product team and work extensively with the regionally-based support and product functions. The position is full-time employment, located in our HQ office in Gothenburg, reporting to the VP of Products & Strategy, also located in Sweden.

 

About the role

The main task is to make sure we deliver a great and consistent customer experience throughout support channels on the local markets. In this role, you are responsible for creating structures and processes that work globally, as well as support the local markets with needs relating to their daily execution of customer support activities. You optimize, improve, and develop the way Mentice works with customer support globally with a special focus on customer success, satisfaction, and high-quality service.

In this role, you will have significant interaction with the field-based salesforce and regional support functions, with whom you work collaboratively to create plans and processes to ensure customer satisfaction and product quality. The tasks are of great variation and you are expected to be working independently in a fast and creative environment.


More specifically about the role (but not limited to):

  • Monitor and manage global initiatives to develop and streamline customer support activities within the respective regions, both within support as well as in cross functional teams.
  • Handle second line support escalations of difficult cases to the corporate product, R&D, and production functions.
  • Organize regular meetings between regional support managers to bring up issues and disseminate information from one region to corporate and the other regions. Help organize global team conferences for all support staff 1-2 times per year.
  • Manage and develop the Mentice customer support portal, including establishing and coordinating the creation of new support articles and materials together with local teams.
  • Create policies and set guidelines for customer onboarding, support processes and platforms. Continuous process improvement to help the local support teams manage their tasks more effectively.
  • Support development and execution of training programs for both new and existing members of the regional support teams.

Who do we think you are?

  • Associates Degree or Equivalent College degree years administrative experience with background in Sales, Project Management, Customer Support or Service
  • Demonstrated structured mindset and project coordination skills
  • Excellent customer service and problem solving skills
  • Self-starter with strong sense of ownership
  • Ability to be a team player at all levels
  • Excellent written & Verbal communication in English
  • High proficiency in Excel, Word, database, spreadsheet and presentation software
  • Ability to handle multiple priorities simultaneously
  • Experience from any of the endovascular specialities or biomedical engineering would be a strong additional merit, but not a requirement.

 

What can we offer? 

At Mentice we give you an opportunity to grow together with the company, we are providing a creative, global environment where every person is important and have a big impact for our future success. We are a company that is proud of our products, services and customers and the impact we have on improving patient lives.

 

Please visit www.mentice.com for more information about the company and to apply for the position. We encourage you to apply as soon as possible as we are reviewing all applications consecutively but the last day to apply is May 16th. For questions regarding the position, please contact Edward Fält, VP of Products & Strategy, at edward.faelt@mentice.com

 

Hope to see you as a member of our great team in the future!

 

Apply today.

Take your next step and change the future with Mentice.