Technical Support Specialist LCMS REMOTE
Technical Support Specialist LCMS REMOTE
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Salary Not Disclosed
1 Vacancy
Job Description
Work Schedule
Standard (MonFri)Environmental Conditions
OfficeJob Description
The LC/MS Technical Support specialist is responsible for creating an outstanding experience for new and existing customers. Armed with product and service knowledge combined with friendly energetic customer relationship skills the LC/MS technical support specialist provides customer support and technical assistance to customers in a fast paced and energetic environment.
The position will primarily be supporting LC/MS instrumentation and associated software for the Proteomics Metabolomics and Lipidomics market primarily using Orbitrap Mass Spectrometers coupled with nanoLC systems.
LC/MS Technical Support specialist will effectively use Augmented Reality Artificial Intelligence and other digital tools to perform remote diagnostics and troubleshooting to ensure minimal disruption to customers analytical needs by minimizing the need for onsite service visits.
One position would be remote in the upper 48 United States or Canada
Key Responsibilities:
Provide technical support via phone or electronically to both external and internal customers involving instrument hardware software and instrument operations.
Provide application (Proteomics Metabolomics and Lipidomics) support to customers.
Occasionally assist field service team to complete onsite repair calls.
Create coordinate and manage all ticket types for Technical Support and Onsite service requests.
Assist in the development and implementation of plans to improve technical services including new and emerging digital capabilities artificial intelligence tools while working towards corporate/individual revenue and customer allegiance goals.
Maintain highly accurate records in the service database for compliance regulations.
Promote aftermarket products and services for the service organization
Effectively communicate competitive information and additional sales opportunities to Marketing and Sales Engineers. Engage with factory for product improvements.
Achieve performance objectives personally and as a team
Strive to increase customer satisfaction daily
All other duties as assigned by Technical Support Manager and/or Supervisor.
Minimum Requirements/Qualifications:
Bachelors degree in Chemistry Life Sciences or equivalent related experience required.
Minimum of 3 years of relevant field service and application experience with LC/MS
Must be well versed with Orbitrap based mass spectrometers and nanoflow liquid chromatography systems
Keen ability to solve diagnose and provide solutions to sophisticated problems
Able to communicate effectively with a variety of people
Other Job Requirements:
Adhere to OHS policies and procedures and ensure a safe workplace environment
Good interpersonal skills.
Detailed understanding of Windows based software networking and PC hardware.
Ability to prioritize activities (tech support calls training travel service calls and other group needs) and establish realistic schedules to meet requirements.
A positive attitude motivated competitive and high energy is required
Able to present complex ideas to nontechnical audience and solve customer problems with persistence and a positive approach
Ability to work independently be selfmotivated and meticulous.
Ability to travel 30 of the time in a year for business purposes
Required Experience:
Unclear Seniority
Employment Type
Full-Time
