Technical Service Associate
1 month ago
Job Type
Full-time
Description
Labconco is a manufacturer of laboratory equipment. Our core values reflect our vision and philosophy.
We care about our customers. Taking care of customers is how we take care of business. When they choose our equipment, it should work the way they need it to. We go above and beyond to ensure it.
We care about quality. In every department, at every level, every Labconco associate feels a sense of pride in doing their best to deliver the best laboratory equipment.
We care about our people. To us, Labconco means family. We believe in treating each other with the same care and attention we give our customers. It's our people who make our equipment great.
The PRODUCT SERVICES TEAM serve as a primary resource for dealers and customers requiring assistance troubleshooting the operation and/or function of their product after the sale and coordinate activities that are essential to problem resolution and customer satisfaction.
The ideal candidate for this position would have a background in customer engagement and a mechanical background with the ability to help troubleshoot install or operational issues that may arise with our products. Experience reading blueprints and technical manuals required, experience with Salesforce preferred.
Requirements
Essential Duties and Responsibilities
- Provide after-the-sale support relating to product function for both warranty and non-warranty issues.
- Document all customer satisfaction issues via Case Management System and bring identified issues resolution.
- Monitor the reported issues to identify any signs of trending deficiencies and participate in teams with Engineering & QA to correct these problems.
- Write Corrective Action Reports (CAR) and Engineering Change Requests (ECR) as needed.
- Assist with service training for customers, dealers, service partners, and other Labconco associates as needed.
- Assist with the authorship of User Manuals and Technical Manuals for assigned product lines.
- Perform product audits per assigned schedule and ensure reporting is distributed to Quality Assurance.
- Understand the operation and mechanical function of all Labconco products.
- Provides advice/suggestions for product improvement to appropriate groups.
Education and/or Experience
Associate's degree or equivalent from two-year college or technical school; and six months to one-year related experience and/or training; or equivalent combination of education and experience.
Work Schedule
Normal working hours are typically 8:00 a.m. - 5:00 p.m. Monday - Friday; unless otherwise discussed and/or established by the manager or seasonal schedule changes. From time to time additional hours may be required, as needed.
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