Provide expert service and application support for Histology and Labeling equipment, manage LIS applications, system workflows, and upgrades, and act as the bridge between development teams and end users.
Requirements
- Demonstrated technical product support including troubleshooting strongly preferred, must be customer facing, phone based, or other documented function.
- Demonstrated computer skills required to include Windows environment.
- Experience working IT, network, IP Address.
- Strong computer navigation skills and PC knowledge.
- Basic ability to read and understand technical materials such as schematics and diagrams found within service documentation.
Responsibilities
- Receive and process customer phone calls and emails, providing technical assistance, troubleshooting support and follow up.
- Assist with calls regarding product discrepancies, document appropriately and follow-up where necessary.
- Proper documentation of potential critical complaints to assist Quality team with complaint follow up.
- Proper documentation for escalated customer complaints to assist Service Managers with documentation of escalation.
- Work with internal teams to update database and correct information discrepancies surrounding warranty’s, facility locations, general customer information.
- Record daily calls and all appropriate information in Service Max system.
- Provide technical support for Field Service and Sales teams, Customer Service, and other Epredia personnel regarding product complaints, inquiries, availability, and catalog numbers.
Other
- 2+ year of customer service experience.
- high school diploma or GED required, Bachelor's degree preferred.
- Critical thinking and logical troubleshooting skills.
- Strong focus on building customer relationships.
- Comfortable using and explaining technology.
