Description The Product & Applications group is a specialized team within the Marketing organization responsible for delivering accurate, timely product and application support to both internal and external customers. This role serves as the first point of contact for troubleshooting inquiries related to instrument use, applications, maintenance, and best practices.
The Technical Support Representative works closely with Marketing, Sales, Quality, and Operations teams to resolve customer issues and deliver a high level of technical support and customer service.
Key Responsibilities- Provide professional, timely responses to technical support requests received via phone, email, video call, or web form
- Troubleshoot instrument-related issues, including mechanical, electronic, software, data, and chemistry-related concerns
- Conduct post-sale product training sessions for customers
- Assist customers in locating product documentation and resources
- Document customer inquiries, quality concerns, warranty issues, and feedback in organizational systems
- Generate repair and post-sale service quotes
- Authorize, initiate, track, and manage customer product returns related to repair services
- Maintain up-to-date product and application knowledge
- Document problem statements, troubleshooting steps, and resolutions for all customer interactions
- Partner with Quality teams to escalate and track product non-conformance complaints and communicate outcomes to customers
- Identify potential sales opportunities and share insights with internal teams
- Collect data and prepare reports on recurring technical issues, warranty trends, and system performance
- Maintain accurate records in CRM systems for visibility across Marketing and Sales
- Create and update CRM dashboards, reports, and activity logs
- Enter and maintain leads, contact details, and account information, including updates to existing records
- Log customer interactions such as calls, emails, and meeting notes to support full relationship history
- Review and clean CRM data to ensure accuracy and integrity
- Document instrument registrations
- Prepare regular statistical reports for management related to support ticket volume and trends
- Develop user-facing materials to improve system understanding and reduce support volume
- Provide feedback to product management, sales, and engineering on opportunities for product improvement
- Participate in continuous process improvement initiatives
Requirements Skills & Knowledge- Strong problem-solving skills with the ability to analyze data and draw sound conclusions
- Comfortable learning new products, systems, and processes
- Excellent communication and organizational skills
- Experience with CRM platforms and/or customer support ticketing systems
- General understanding of ERP systems
- Ability to read, interpret, and create technical documentation
- Working knowledge of scientific and engineering terminology
- Proficiency with Microsoft Office applications
- Ability to collaborate effectively across departments
- Multilingual skills are a plus, especially Spanish
Education & Experience- Minimum of 2 years of experience in a customer service or technical support role
- Bachelor's degree in a science or engineering-related field preferred
Work Environment & Requirements- Onsite role requiring regular attendance during standard business hours, Monday through Friday
- Low overtime expectations
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