Business-related programs - Microsoft Office (Word, Excel, Power Point), SAP 37, Salesforce/Aurora Remote collaboration tools - Google Chat File Sharing - Google Docs, Sheets, Slide, Form Document Collaboration - Google Drive Video Conferencing - Zoom, Google Meet, Microsoft Teams
Marcin Falkowski
Cand. Scient. / Master Of Science In Cell Biology And Pathology
Mannheim
Summary
Solid experience in customer service and support, training and education. Long-standing background in medical biology, pathology and vascular medicine with detailed knowledge in cell and cancer biology.
A collaborating Team player with confident communication and negotiation skills. Strong intercultural competency. Solution oriented and service minded.
Demonstrates the application of advanced problem-solving methodologies, detail-oriented, a critical-thinker and experienced at investigating and resolving complex issues.
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
15
15
years of professional experience
1
1
Language
Work History
Engineer/Scientist Post-Market Quality (PMQ)
Roche Diagnostics Deutschland
Mannheim
2021.12 - Current
- Comprehensive, timely and competent processing of individual cases with wide range of problems (inquiries, complaints, potentially reportable and safety-related problems) according to requirements of ISO quality system, regulatory authorities and requirements of country organizations. This included creation, acceptance, classification and investigation, full documentation, troubleshooting on site and solving cases.
- Initiation or if necessary, carrying out experimental clarification, causal analysis and associated necessary steps for problem solving complaints.
- Ensuring traceability and documentation of inquiries and complaints received as well as assessment of requests and complaints with regard to potential reporting obligations with assessment according to PRI / PSI criteria.
- Support of measures to establish and maintain effective interfaces between Case Investigation-Resolution team and local and regional sales organizations.
- Support of measures that continuously improve processes, that increase quality and efficiency standards with focus on customers and that continuously ensure compliance with regulations.
- Correct processing and documentation of individual cases within supported product line.
- Dissemination and explanation of investigation results from case processing in interdisciplinary meetings.
- Proactive and continuous identification of process improvements.
- Representing department in relevant Product Care Quality Teams.
Senior Customer Technical Advisor
Roche Diagnostics Deutschland
Mannheim
2009.05 - 2021.11
- Order handling and Stock management:
- Responsible for daily Diabetes Care order management Norway, processing various orders- while maintaining effective communication with other departments relevant to supply chain actors.
- Customer care:
- Providing excellent customer forefront assistance to patients with diabetes and coagulation disorders (e.g. AF with mechanical heart valve) and their respective healthcare professionals in Norway, UK and Ireland.
- Product support:
- Providing user guidance and troubleshooting for blood glucose monitors, insulin pumps , coagulation monitors and digital solutions.
- Documentation:
- Processing complaints in accordance with internal and external (Food and Drug Administration) quality guidelines, and regulatory provisions and documenting all customer interactions in accordance with specifications of internal quality guidelines in respective CRM systems.
Education
Master of Science - Cell Biology And Pathology
University of Tromsø
Tromsø 1999.09 - 2001.12
Bachelor of Science - Cell Biology And Biochemistry
University of Tromsø
Tromsø 1994.09 - 1999.05
Skills
Customer service expert
undefinedSoftware
Timeline
Engineer/Scientist Post-Market Quality (PMQ)
Roche Diagnostics Deutschland
2021.12 - Current
Senior Customer Technical Advisor
Roche Diagnostics Deutschland
2009.05 - 2021.11
Master of Science - Cell Biology And Pathology
University of Tromsø
1999.09 - 2001.12
Bachelor of Science - Cell Biology And Biochemistry
University of Tromsø
1994.09 - 1999.05
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