Technical Support Representative

JOB SUMMARY:

The Product & Applications Group is a specialized team within the Marketing Department that is responsible for supporting the Lovibond brand and its programs by providing accurate and timely product and application support to internal and external customers. This position will be the first point of contact for troubleshooting enquiries from end users on instrument use applications maintenance and best practices.

Duties/Responsibilities:

• Formulate professional and timely technical responses to incoming support requests. Requests will arrive via telephone Email video call or Web form.
  
• Troubleshoot instrumentrelated (mechanical electronic all as software and data issues) and chemistryrelated issues identified by customers.
  
• Assist customers with finding product related documents.
  
• Input customer questions quality or warranty concerns and feedback into organizational database.
  
• Authorize process track and manage customer returns.
  
• Enter sales orders related to repairs preventative maintenance services and/or other cross selling opportunities uncovered as part of the troubleshooting process.
  
• Develop maintain and use knowledge about products and applications.
  
• Document problem statements troubleshooting steps and final resolution for each customer interaction.
  
• Work in conjunction with Quality to handoff product nonconformance complaints while ensuring outputs of the Quality Management process are properly communicated/deployed to customers with known issues.
  
• Communicate potential sales opportunities by inputting feedback into organizational database.
  
• Provide feedback to product managers sales and engineering about product improvements.
  
• Participate in process improvement projects.
  

Requirements

Skills & Knowledge:

• Ability to define problems collect data establish facts and draw valid conclusions.
  
• Integrate lessons learned experiment to find new solutions and readily tackle unfamiliar tasks.
  
• Exceptional communication and organizational skills
  
• Experience with Customer Relationship Management (CRM) software and/or customer support ticketing systems
  
• General working knowledge of ERP systems
  
• Ability to read analyze interpret and generate technical procedures.
  
• Applied understanding of common scientific and engineering terminology
  
• Proficient in Microsoft Office
  
• Proven ability to build consensus and work effectively within a crossdepartmental team.
  
• Multilingual skills a plus particularly Spanish
  

Education Experience and/or Certifications:

• 2 years experience in a customer service related field
  
• Bachelors degree in a Science or Engineeringrelated field
  

Benefits

• Medical Dental and Vision Insurance. Eligibility for insurance is the 1st day of the month following the date of hire.
  
• 401k program with up to 5% company match eligible at the start of the first quarter after twelve (12) months of employment.
  
• Short Term Disability Insurance
  
• Long Term Disability Insurance
  
• Life Insurance
  
• Tuition Assistance Program
  
• PTO
  
• Nine (9) Holidays
  
• Annual Sick & Bereavement Leave
  
• Annual Wellness Leave