BrightOwl Loader Loading

Technical Services Representative - United States  

TECAN (company)


Posted on : 13 June 2017

Project Description

Join the Market Leader. Work in an international and dynamic environment.   
  • Our company Systems is a leading global supplier of solutions for the bio-pharma, forensic and diagnostic industries. 
  • The company is a leader in the development, production and distribution of advanced automation and detection solution for the world’s leading life science laboratories.  
  • Is it your ambition to contribute to the quality of life of humankind by enabling our customers to make the world and our community a healthier and safer place?  

Technical Services Representative Reference 
  • Reporting to the Product Support Manager, this position is responsible for responding to customer product inquiries verbally and in writing. 
  • Under minimal supervision, resolves customer concerns reported during installation or operation of company Systems’ products with a primary focus on the Chinese market. Responds to customer application or compatibility inquiries. 
  • Troubleshoots hardware or software problems and recommends corrective action. Provides technical support to company personnel. 
  • Must have thorough knowledge of all company Systems’ products. Provides exceptional customer service.     

Duties and Responsibilities:   
  • Provide technical support to customers and company personnel for all company Systems’ products. 
  • This includes: -Telephone or written support. -May travel to customer sites to provide support for technical problems or integration assistance.   
  • Conduct technical investigations for technical problems by conducting the appropriate testing and/or coordinate among internal and external experts to reach a resolution.   Document results of investigation by completing investigative summaries and/or failure analysis reports.   
  • May provide input on specifications or manuals for new or updated products.   
  • Prepare and conduct product training for customers and company personnel on existing and new products.  
  •  Maintain web-based Knowledge Base for technical support issues and general product information.   
  • Achieve timelines for customer responsiveness targets.   Recognize and analyze trends, and work directly with Quality Engineers, Manufacturing Engineers and R and D to improve the product lines.   Escalate highly complex or high priority issues to members of the Quality, R&D and/or the Senior Management team.   
  • Report design, reliability problems or bugs to the R&D team.   Complaint Investigation Team member.   
  • Ensure all verbal and written customer complaints are entered into complaint database.      

Education and Skill Requirements: 
  • BS degree in bioengineering or scientific field, plus 5 years of experience in a technical support position, preferably supporting laboratory equipment. 
  • Knowledge of research laboratory procedures and applications, such as those used in biochemistry, genetics and proteomics. 
  • Excellent written and verbal communication skills in both English and Mandarin. 
  • Proficient in Microsoft Office programs. Potential travel of 15%.   

Equal opportunity:
Our company  is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.