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Technical Support Specialist

2 months ago

Reston, Virginia, United States CELLINK Full time

Job Summary:

CELLINK is seeking a highly skilled Technical Support Specialist to join our After Market Support team. As a key member of our team, you will be responsible for providing exceptional technical support to our customers, ensuring their bioprinting equipment is running smoothly and efficiently.

Key Responsibilities:

  • Provide high-level technical support to customers via phone, email, and CRM, resolving complex technical issues related to bioprinting equipment.
  • Perform advanced troubleshooting and repairs on assigned equipment, including physical repairs and software updates.
  • Remotely interface with customers, distributors, and internal teams to diagnose and repair equipment, ensuring timely resolution of issues.
  • Coordinate and assign incoming support tickets, prioritizing tasks to meet customer needs.
  • Travel to customer sites to troubleshoot, diagnose, and repair equipment, providing on-site support as needed.
  • Ensure accurate and timely documentation of customer interactions, including support cases and repair orders.
  • Generate detailed reports to track key metrics and provide feedback for quality control, production, and research and development.
  • Support all customers through various communication channels, including phone, email, and CRM.
  • Provide customers with repair orders and quotations within or outside of warranty.
  • Occasionally provide coverage for other team members within the After Market team.
  • Provide technical support in pre-series and prototype production.
  • Develop and deliver training to distributors and prepare training materials as needed.
  • Coordinate with customers, carriers, CRM, ERP, and internal teams regarding customer repairs, technical claims, and returns.

Requirements:

Experience/Education:

  • Bachelor's degree in Mechanical, Electrical, or Software Engineering, or a minimum of 2 years of experience as a repair technician in electronics.

Knowledge:

  • CAD and MS Office, ERP - Basic knowledge of article numbers, revisions, and related master data.
  • English - communicate written and spoken professionally within the engineering discipline.
  • Strong organizational skills, experience working with CRMs.
  • Excellent communication skills, both verbal and written.
  • Technical skills in repairing, calibrating, and testing hardware and software.

Practical Conditions:

  • May travel to other sites within the group for training or to provide training.
  • Travel needs will vary, with an average of 2-5 times per month, for multiple days or up to a week at a time.

Benefits:

  • 401(k) plan.
  • 401(k) matching.
  • Dental insurance.
  • Health insurance.
  • Life insurance.
  • Paid time off.
  • Referral program.
  • Retirement plan.
  • Vision insurance.