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Technical Services Representative San Jose United States,  

Posted on : 13 June 2017

Project Description

  Join Tecan. Join the Market Leader. Work in an international and dynamic environment.   Tecan Systems is a leading global supplier of solutions for the biopharma, 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 Job # 061-217     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 Tecan 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 Tecan personnel. Must have thorough knowledge of all Tecan Systems’ products. Provides exceptional customer service.     Duties and Responsibilities:   Provide technical support to customers and Tecan personnel for all Tecan 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 Tecan 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%.   Tecan 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.


San Jose CA USA

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