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Technical Support Representative

4 months ago

Beverly, United States Hettich Instruments Full time

Job Description


The Technical Support Representative position is a new addition to a growing customer support team. This position is responsible for cultivating customer relations by providing excellent customer and technical support for all service related inquiries. The ideal candidate should have experience in managing customer requests for product information along with technical support including diagnosis, testing, and repair.


Technical Support requirements


  • Strong diagnostic skills, ideally within bio-medical field
  • Experience with electronics or electrical/ electronic schematics
  • Proficiency in diagnosing equipment errors in a timely manner
  • Familiarity with electrical and mechanical testing
  • Ability to identify, investigate and resolve user service inquiries
  • Guide users through a self-diagnostic and a self-troubleshooting process, which may include use of diagnostic tools and following verbal instructions
  • Collaborate with co-workers/ staff to research and solve cases presented by equipment users
  • Arrange for and follow up on service by 3rd party vendors that install or repair product at the customer’s convenience
  • Ability to explain technical solutions to technical and non-technical employees or customers
  • Perform other related duties as assigned


Customer Support requirements


  • Maintain customer records through accuracy of company’s customer database
  • Prepare product or service reports by collecting and analyzing customer information
  • Maintain a positive, empathetic and professional attitude toward customers at all times
  • Respond promptly to customer inquiries
  • Communicate with customer through various mediums
  • Champion and facilitate for the customer any challenges or concerns that may come up
  • Manage customer requests for product availability and shipping updates
  • Know all product inside and out to answer all general and technical inquiries including accessories for an application, availability, price, shipping times, and repair


Additional Qualifications


  • Ability to evaluate and prioritize demands on a daily basis
  • Professional demeanor at the customer site or in the Beverly office
  • Excellent verbal and written communication skills
  • Excellent interpersonal and customer service skills
  • Proficient with Microsoft Suite of Products (Excel, Word, Dynamics CRM, Business Central, etc.)
  • Ability to maintain regular attendance and punctuality requirements with reliable transportation
  • Stable work history


Employment


  • Full-time with numerous benefits
  • The position will be based in Beverly, MA
  • Normal workdays take place Monday through Friday 8 AM – 5 PM, closed most Holidays


Salary


  • Commensurate with experience


About Hettich


Hettich Instruments is the North American office for the German company Andreas Hettich, with its headquarters in the town of Tuttlingen. Andreas Hettich is an industry-leading laboratory equipment manufacturer, best known its high-quality line of centrifuges and incubators used in clinical, blood processing and research laboratories. Hettich also offers special centrifuges and other equipment for integration with laboratory automation systems.

Established in 2003 and located just north of Boston in Beverly, Massachusetts, Hettich instruments is responsible for supporting all Hettich’s North American business. The Beverly office and warehouse holds inventory and is responsible for all order processing and shipping for the US and Canada. An inside sales support team helps customers with technical advice and technical service. A team of regional managers supports customers and distribution partners in the field across the continent.