Customer Success Engineer

Their vision: A major technological revolution is underway in the field of biotechnology that will accelerate humanity’s progress in medicine as never before. Microfluidics is one of its major pillars.

Their mission: To develop microfluidic instruments that go beyond the state of the art, to enable researchers to go beyond the state of the art in their field, particularly in biotech.

Their company: Elvesys is an innovative company of 50 people created by three young PhDs in microfluidics. Their goal is to become the flagship of microfluidics in the world so that all research teams around the world benefit from the potential of microfluidics

We are looking for a candidate with a strong technical support experience, able to work in a team environment and communicate effectively with customers. You, as part of the quality department, will be responsible for responding and providing technical support to our customers by resolving issues in a timely and efficient manner. Your goal is to provide positive customer experiences by enhancing relationships.

The tasks include front office, technical back office and continuous improvement of the product range and processes.

Front office: in direct contact with the customers

• Ensure after-sales follow-up, customer relations by email, video, etc.

• Respond to customers’ questions and technical problems 

• Sort the after-sales requests toward the right service or person 

• Alert the R&D and sales department to recurring problems and propose improvements

Technical back office: in contact with sales, R&D, production, administration 

• Coordinate the flow of returns with all the departments involved and prioritize

• Carry out the first diagnosis of products returned by customers and ensure a return to customers within the deadlines in close collaboration with the production team. 

Continuous Improvement: 

• KPI: set up, follow up and communicate analyses regularly

• Propose global improvements concerning the problems that have arisen in terms of quality control of components and/or products

• Ensure the creation, maintenance and management of the documentation for customers (user guide, technical data sheet…) in conjunction with the R&D, sales and industrialization teams

• Be a force for proposals on the tools and platforms to be put in place to serve the customer

• Participate in the transition to a new ERP: test, analyze, train

• You hold an Engineering degree with further expertise in microfluidics and /or instrumentation or a related field 

• You are eager to learn new things, here knowledge is power!

• You are interdisciplinary and a jack of all trades.

• You are customer-centric

• You are resourceful, reactive, have a good relational and sense of service 

• You like to find solutions and implement preventive actions

• You have a great ability to analyze and summarize

• You have a high sense of organization and prioritization

• You are fluent in English

More generally, at Elvesys, we like: People who take action, creative people, autonomous people, curious people, team players. People who do more than talk, people who are demanding of themselves but take care of those around them. Those who question themselves, those who want an intense and contrasting life. Those who bring sweets!

A recruitment process that goes by quickly:

• Happiness quizz to join the tribe ( NO CHATGPT )

• Cultural mindset call

• Manager interview

• Interview in our offices (COVID-safe)

• Welcome !

To apply for this job, please indicate: “I want to join the tribe” in your message. Job type : Full time, permanent Where : Paris 11eme, Charonne