Claudia Urben
Wangen B. Dübendorf
Summary
People oriented team leader effective at successful executing new support, service and training initiatives. Strong solution oriented and problem solving. Dedicated customer service focus and people development.
Overview
13
13
years of professional experience
2
2
Certification
Work History
Team Leader Market Support Group
METTLER TOLEDO Analytical GmbH
Naenikon
01.2017 - 06.2023
- Launched Remote pH Customer Support Center for 1st and 2nd level support worldwide with successful paid support offerings to cover customer needs.
- Leading the pH Lab Division training concept with a doubling of remote and local training offerings for sales and service organizations.
- Establish a service strategy and services by introducing new services and service workflows for the product launched in 2022 and increased visibility in the service area.
Sales Assistant
Alphüsli AG
Solothurn
07.2018 - 08.2018
- Temporary sales assistant on market stands in Switzerland.
Field Application Specialist
Roche Diagnostics Canada
Toronto
02.2017 - 05.2018
- Worked with end users, technical experts, administrators, and testers to review requirements, perform testing, and implement solutions.
- Responded to technical issues, diagnosed problems, and escalated issues.
- Maintained a positive working relationship with colleagues and management by establishing regular sharing meetings and training.
Senior Application Specialist
Roche Diagnostics International
Rotkreuz
01.2014 - 01.2017
- Establish a global training approach for newly introduced molecular tools for sales organizations and customer training.
- Contribute to the development of effective remote customer support centers and establish policies and standard support processes.
- Collaborate effectively with global R&D team on software requirements and UAT testing and build shared knowledge transfer between various stakeholders.
Field Application Specialist
Roche Diagnostics
Rotkreuz
01.2012 - 12.2013
- Performed customer training, troubleshooting, software modifications, and complaint handling for Roche molecular systems.
- Maintained composure and patience in the face of difficult customer situations, applied de-escalation techniques, and provided positive support to customers.
- Consulted with service teams, field colleagues, and end users to understand and determine requirements for new systems or modifications.
System Support Specialist
Roche Diagnostics Schweiz AG
Rotkreuz
07.2010 - 12.2011
- Customer Service Center: Hotline support for customers in the following laboratory areas: Molecular Diagnostics, Coagulation, Blood Gaz, Point of Care.
- Resolution of service requests through individual troubleshooting and resolution of user issues.
- Site visits with service teams to establish effective remote support for end customers.
Education
Master of Science - Infection Biology and Epidemiology
University Basel
06.2006
Bachelor of Science - Biology
University of Basel
Bern06.2004
Diploma - Medical Laboratory Assistant
Feusi Laboratory School
Bern06.2000
Skills
- Customer Service & Support
- SAP CRM, Salesforce, MS office, Scrum Master
- Strong analytical and problem solving
- Issue and conflict resolution
- Adaptive and driven attitude
- Intercultural collaboration
- Time Management
- Team Building and Leadership
Languages
German
First Language
English
Proficient
C2
French
Upper Intermediate
B2
Italian
Intermediate
B1
Spanish
Elementary
A2
Interests
- Boxing, my cats, painting, music, languages, cooking
Certification
- Certified Trainer (Roche, METTLER TOLEDO)
- Scrum Master (Speckund GmbH)
Quote
Do not be afraid of the impossible, take it as an opportunity to grow and solve it with creativity.
Claudia Urben
Timeline
Sales Assistant
Alphüsli AG
07.2018 - 08.2018
Field Application Specialist
Roche Diagnostics Canada
02.2017 - 05.2018
Team Leader Market Support Group
METTLER TOLEDO Analytical GmbH
01.2017 - 06.2023
Senior Application Specialist
Roche Diagnostics International
01.2014 - 01.2017
Field Application Specialist
Roche Diagnostics
01.2012 - 12.2013
System Support Specialist
Roche Diagnostics Schweiz AG
07.2010 - 12.2011
Master of Science - Infection Biology and Epidemiology
University Basel
Bachelor of Science - Biology
University of Basel
Diploma - Medical Laboratory Assistant
Feusi Laboratory School
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