Are you someone who thrives in a role where you can take ownership and build processes from the ground up? Do you enjoy creating structure, improving workflows and ensuring that quality remains at the heart of everything you do? At Excillum, we are looking for a self-driven and process-oriented individual to join our team as a Quality and Service Support Specialist.

As a world leader in cutting-edge X-ray technology, we are driving innovation in industries such as semiconductor & battery manufacturing, life sciences and material research. As we expand further into industrial sectors, we are increasing our focus on service excellence and process optimization with a focus on quality. In this role, you’ll help us shape and refine processes related to customer complaint handling, and service execution - ensuring that we deliver exceptional service to our customers as we grow.

You will be part of the Service and Technical Support team comprised of field service engineers and system specialists who work close to our customers supporting with technical expertise – remotely and onsite.

Your key responsibilities will include:
• Develop and continuously improve processes for complaint handling, including leading a forum to ensure efficient and structured management.
• Further develop service-related processes such as returns and warranty management, maintenance, installation and training.
• Manage service-related data as Key user in CRM (MS Dynamics), including KPI tracking, reporting and service request follow-ups.
• Contact customers to gather additional information on reported complaints, ensuring a thorough understanding of issues for further investigation.
• Support the planning and coordination of service-related activities for the team, including training, installation and maintenance, while also assisting with customer service quotes in ERP (Monitor).
• Collaborate with other business support functions to ensure smooth project execution and service delivery.

Who are you?
We believe you are a supportive and driven individual with a strong ability to create structure and improve processes. You are comfortable taking ownership of key workflows while managing administrative tasks. With a service-minded attitude and excellent communication skills, you work effectively with cross-functional teams to drive continuous improvement and ensure a high quality service delivery.

To succeed in this role, you have:
• At least around 5 years of experience in a similar role, with a focus on setting up and driving processes, including complaint management.
• Experience working with complex products or systems, preferably hardware.
• Strong English language skills.
• A quality-driven mindset and a willingness to take ownership of key processes.
• Excellent communication and organizational skills.
• Experience with CRM systems and familiarity with service-related processes.

It’s a plus if you have experience in Microsoft Dynamics, Monitor ERP and Swedish language skills. Experience in global companies and working with customers from different markets is also a bonus.

We welcome applicants from all backgrounds, experiences and ages. We believe that diversity leads to better ideas, stronger teams and innovative products. If this sounds like a place where you can make an impact, we would love to hear from you. For questions, please reach out to our recruiter Caroline Kylbergh at caroline.kylbergh@excillum.com.

We look forward to receiving your application!