Technical Support Specialist

1 week ago


Blacksburg, Virginia, United States CELLINK Full time
Job Description

**About the Role**

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

  • Technical Support: Provide high-level technical support to customers via phone, email, and CRM, resolving complex issues related to bioprinting equipment.
  • Equipment Repair and Maintenance: Perform advanced troubleshooting, repairs, and maintenance on assigned equipment, ensuring minimal downtime and optimal performance.
  • Customer Communication: Communicate effectively with customers, distributors, and internal teams to resolve issues, provide updates, and ensure customer satisfaction.
  • Documentation and Reporting: Maintain accurate records of customer interactions, repairs, and maintenance activities, generating detailed reports to track key metrics and provide feedback to relevant teams.
  • Training and Development: Provide training to distributors and prepare training materials as needed, ensuring they are equipped to support customers effectively.
  • Collaboration and Teamwork: Work closely with Applications, Operations, Finance, and Commercial teams to achieve the best customer experience in aftersales.

Requirements

  • Education and Experience: Bachelor's degree in Mechanical, Electrical, or Software Engineering, or a minimum of 2 years of experience as a repair technician in electronics.
  • Technical Skills: Proficiency in CAD, MS Office, and ERP systems, with basic knowledge of article numbers, revisions, and related master data.
  • Language Skills: Excellent written and spoken English communication skills, with the ability to communicate professionally within the engineering discipline.
  • Soft Skills: Strong organization skills, experience working with CRMs, and great communication skills both verbally and in writing.

Working Conditions

  • Travel Requirements: May travel to other sites within the group to receive training or provide training, with an average of 2-5 trips per month, lasting multiple days or up to a week at a time.
  • Location: 2000 Kraft Drive, Blacksburg, VA 24060
  • Pay and Benefits: $24.00 per hour, with a comprehensive benefits package, including 401(k), dental insurance, health insurance, life insurance, paid time off, referral program, retirement plan, and vision insurance.


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