Customer Support Technician
2 weeks ago
Job Type
Full-time
Position Overview
Labconco, a leading manufacturer of laboratory equipment, is dedicated to upholding our core values that embody our vision and philosophy.
Commitment to Customers
We prioritize our customers' needs. Our equipment is designed to meet their operational requirements, and we strive to exceed their expectations in every interaction.
Dedication to Quality
Every member of the Labconco team takes pride in delivering top-notch laboratory equipment, ensuring that quality is maintained at every level of our organization.
Focus on Our Team
At Labconco, we view our associates as family. We believe in fostering a supportive environment where everyone is treated with the same care and attention we provide to our customers. Our people are the cornerstone of our success.
Role of the Product Services Team
The Product Services Team is the primary resource for dealers and customers seeking assistance with troubleshooting and operational inquiries post-sale. They play a crucial role in resolving issues and ensuring customer satisfaction.
Ideal Candidate Profile
The perfect candidate will possess a background in customer relations along with mechanical expertise, enabling them to assist in troubleshooting installation or operational challenges with our products. Proficiency in reading blueprints and technical manuals is essential, while experience with Salesforce is preferred.
Key Responsibilities
- Provide post-sale support for product functionality concerning both warranty and non-warranty matters.
- Document customer satisfaction issues through a Case Management System and facilitate the resolution of identified problems.
- Monitor reported issues to detect trends and collaborate with Engineering & QA teams to address these concerns.
- Draft Corrective Action Reports (CAR) and Engineering Change Requests (ECR) as necessary.
- Assist in training customers, dealers, service partners, and fellow Labconco associates.
- Contribute to the creation of User Manuals and Technical Manuals for designated product lines.
- Conduct product audits as per the assigned schedule and ensure findings are communicated to Quality Assurance.
- Gain a comprehensive understanding of the operation and mechanical functions of all Labconco products.
- Provide recommendations for product enhancements to relevant teams.
Associate's degree or equivalent from a two-year college or technical institution; along with six months to one year of relevant experience and/or training; or a suitable combination of education and experience.
Work Schedule
Standard working hours are typically from 8:00 a.m. to 5:00 p.m., Monday through Friday, unless otherwise specified by management. Additional hours may be required as necessary.
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