The Technical Service Specialist I will be responsible for providing technical support and customer service to both current and potential customers in a timely and professional manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Documents and responds to internal and external customer inquiries and complaints.
Able to identify and troubleshoot instrument and assay issues.
Follow up on technical problems reported by customers to rectify the situation to the satisfaction of the company and the customer.
Able to document all customer communications according to Standard Operating Procedures.
Able to identify complaint and inquiry cases requiring escalation to corporate office
Maintain customer communication in complaint management database.
Assist outside sales force by faxing or mailing literature to customers.
Assist in office activities as needed.
Maintain and update personal product knowledge regarding technical specifications, performance, etc on all current and future products as they become available.
Perform laboratory testing as requested by management.
Provide On-Call support and/or after hours as required by the Department.
ESSENTIAL QUALIFICATIONS AND REQUIREMENTS
BS or BA in a biological science with technical support experience or equivalent work and educational experience.
Experience using Microsoft Office products with proficiency in Microsoft Excel, Word and Outlook.
Immunoassay experience preferred.
Must be able to travel as needed to maintain field knowledge.
Ability to work with minimum supervision
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee will be required to stand and/or walk up to 8 hours a day and/or sit for up to 8 hours a day; use hands to handle or feel objects including keyboard, telephones and pipettes or other lab equipment.
Employee must be able to travel occasionally by various forms of transportation, most frequently car and airplane, to visit customers face to face. May require long period of time sitting while traveling.
May need to reach with hands and arms; climb stairs; balance, stoop, kneel, or crouch
The employee will be required to talk and hear and have specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
The employee may occasionally lift and/or move up to 25 pounds. May be required to lift larger amounts when traveling (i.e. luggage).
The noise level in the work environment will vary by location but is usually moderate.
The Binding Site is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status, or any other characteristic protected by law.
Department: Technical Services
This is a non-management position
This is a full time position
The Binding Site