BSI Group

Product Certification Customer Support (m/f)

Perm Full-Time

Über das Team

As the leading global standards, training and Certification Company and Medical Device Notified Body, BSI helps over 70,000 clients worldwide to improve their businesses. We support businesses to embed the habits of excellence so they perform better, achieve sustainable growth, ensure their systems and products meet regulatory requirements, bring new medical innovations in a timely manner to global markets  and in doing so, we touch the lives of many across the globe.



We currently have an exciting opportunity to join us working in Poland as


Product Certification Customer Support (m/f)



Über die Position

Purpose of the position


To support field personnel with daily SAP/PG system changes, requested via email or the internal system, in order to allow for efficient, profitable and effective use of assessment resources. To build effective relationships with customers and provide support in Customer Journey in order to ensure that every experience meets their aspirations, delivers our Credo of ‘Making Excellence a Habit’ and successfully completes their application process. To respond promptly to customers' requests and comments. To support the strategic plan and to achieve, through robust processes, Common Operating Model and team work, the KPIs and objectives.

To support Central Europe and CIS in monitoring of the completion and profitability of Product Certification testing projects, delivered by the laboratories within and outside of BSI. To perform a follow-up with the customers in relation to annual testing sample submission, and to respond promptly to their requests and needs.



Key responsibilities & accountabilities


  • Manage key aspects of new customers, applications, on-boarding and scheduling
  • Conduct capacity planning and auditor scheduling for KiteMark assessments, through Common Operating Model, to assure profitable, cost effective and timely delivery of audits and planning of new clients
  • Assist with customer problems and respond to inquiries in a timely manner
  • Monitor, at Central Europe and CIS level, the completion of Product Certification testing projects and follow up with the laboratories and the customers
  • Preparation of Product Certification delivery Outlook in collaboration with the Product Certification business stream (Finance, Scheme Managers, Sales, etc.)
  • Timely follow-up with the customers with regard to annual testing sample submission
  • Review of testing jobs with negative/low profitability and with status “broken SMO”, i.e., where timesheeted hours exceed planned hours
  • Periodic review and monitoring of revenue/cost recognition, in collaboration with local and Product Certification Finance teams
  • Collaboration with Operational management in qualification/re-qualification of new and existing auditors
  • Collaboration with Operational management in qualification/re-qualification of new and existing auditors
  • Provision of support for internal projects and for organization of customer or internal events, as requested




Über Sie


  • Associate degree 
  • Good command of English required (verbal and written)
  • Experience of working within a busy office environment within a customer-facing organisation.
  • Ability to cope with pressure and meet tight deadlines.
  • To be computer literate and have experience of using Microsoft Office and computer systems.
  • A friendly, helpful and positive telephone manner. An optimistic, open and flexible approach to change.
  • An attitude to get it right first time and take pride in their work and performance and to be part of a successful team.
  • An enthusiastic, self-motivated and organised person.


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