Product Support Specialist – Lab Solutions

Role Overview

• The Product Support Specialist is responsible for the day-to-day technical support on Automated Liquid Handling Products.
• Technical Support
• assist customers by troubleshooting inquiries received via phone or email.
• Inquiries or requests may include questions about daily operation, specifications, documentation, software, firmware, hardware, best practices, etc.
• Log all technical support issues in a Customer Relationship Management software for tracking, reporting, and trending purposes.
• Identify systemic product issues or opportunities for product improvement and communicate them to the Product Management team.
• Create new support documentation as needed.
• Host remote meetings for troubleshooting and/or training of distribution partners, end-users, and internal personnel.
• Manage conformance reports and return material authorizations as necessary.
• All other duties as assigned.

Requirements

• Knowledge of liquid handling products.
• Basic understanding of programming concepts.
• Ability to communicate effectively with customers.
• Ability to determine and solve problems.
• Must have good verbal and written communication skills.
• Bachelor's degree in a technical or life sciences discipline required.
• Minimum of three years of support and/or client interfacing experience preferred.
• Aptitude for maintaining and controlling electromechanical devices required.
• Experience with personal computer builds and/or basic Information Technology or Information Systems preferred.

Benefits

• Competitive compensation.
• Excellent benefit package includes medical, dental, vision insurance.
• Paid vacation time.
• Paid sick time.
• Disability insurance.
• 401k.
• Tuition reimbursement.
• Opportunities for professional growth.