Technical Service Representative

Position Overview:

The Technical Service Representative position is a great opportunity for an individual who desires to work in a collaborative, small team environment.  You will provide 2nd level support to our clients who are laboratory technicians, supervisors or directors in large state department of health laboratory environments that use our Genetic Screening products and instruments.

 

The ideal candidate has previously worked in a laboratory environment so as to fully understand the environment that will be supported.   She/he has strong analytical skills and enjoys troubleshooting and resolving client questions in an efficient manner.  Primary interaction with client base is via phone, limited travel required.

 

Key Responsibilities:

·  Provide technical support to customers, answering complex questions on function and usage of products via telephone.

·  Dispatch Field Service engineers to client sites when necessary.

·  Log, escalate and follow up on all issue resolution activity with a dedicated focus on complete client satisfaction.

·  Provide minimal onsite client trainings and post-sales support.

 

Requirements:

·  B.S. in Science related field.

·  One year experience in a laboratory environment.

·  Experience in an analytical, clinical or medical laboratory performing duties similar to product end users required.

·  Previous experience providing technical product support for complex applications desired.

·  Customer Service orientation.

·  Strong analytical, process and problem-solving skills.

·  Advanced computer skills.

·  Excellent written and oral communication skills.

·  Occasional travel to client sites required.