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Customer Support Technician
2 months ago
Job Type
Full-time
Position Overview
Labconco is a leading manufacturer of laboratory equipment, committed to our core values that reflect our vision and philosophy.
Customer Commitment
We prioritize our customers, ensuring that our equipment meets their needs effectively. Our dedication to customer satisfaction drives our business.
Quality Assurance
Every associate at Labconco takes pride in delivering top-notch laboratory equipment, maintaining high standards across all departments.
Employee Welfare
At Labconco, we consider our employees as family. We believe in fostering a supportive environment that mirrors the care we extend to our customers.
Role of the Product Services Team
The Product Services Team acts as the primary resource for dealers and customers needing assistance with product troubleshooting and operational issues post-sale. They coordinate essential activities for problem resolution and customer satisfaction.
Ideal Candidate Profile
The successful candidate will possess a background in customer engagement and mechanical expertise, enabling them to assist with troubleshooting installation or operational challenges. Proficiency in reading blueprints and technical manuals is required, with experience in Salesforce being advantageous.
Key Responsibilities
- Provide post-sale support for product functionality, addressing both warranty and non-warranty concerns.
- Document customer satisfaction issues using the Case Management System and facilitate their resolution.
- Monitor reported issues to identify trends and collaborate with Engineering & QA to rectify these problems.
- Draft Corrective Action Reports (CAR) and Engineering Change Requests (ECR) as necessary.
- Assist in training customers, dealers, service partners, and Labconco associates.
- Contribute to the creation of User Manuals and Technical Manuals for designated product lines.
- Conduct product audits according to the assigned schedule and ensure reporting is shared with Quality Assurance.
- Comprehend the operation and mechanical functions of all Labconco products.
- Provide suggestions for product enhancements to relevant teams.
Associate's degree or equivalent from a two-year college or technical school; and six months to one year of related experience and/or training; or an equivalent combination of education and experience.
Work Schedule
Typical working hours are from 8:00 a.m. to 5:00 p.m., Monday to Friday, unless otherwise arranged by management. Additional hours may be required as necessary.
