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Technical Support Specialist Akron United States,  

Posted on : 11 April 2017

Project Description

Job Type : Full Time Career Level : Experienced (Non-Manager) Education : Bachelor's Degree Location : Akron OH US Job Description : Purpose To give support and training of Diagnostics products in a manner that meets or exceeds customer satisfaction and quality expectations. To act professionally to swiftly address customer concerns. Duties and Responsibilities Essential Functions: Provide support for products assigned by the Team Leader. This requires a working knowledge of the products and includes the following duties: Answer incoming calls and emails. Identify and investigate product and quality system problems, utilizing the complaint handling system where appropriate. Independently troubleshoot, resolve, and test technical issues for products assigned by the Team Leader. Dispatch field engineers when appropriate. Create appropriate documentation for all work performed. Conduct customer training sessions for products assigned by the Team Leader. Produce and maintain customer training material. Engage Customer Service to assist with technical reviews of equipment orders. Transition knowledge to other team members through documentation and communication. Understand and communicate product descriptions and customer specific workflows for products supported. Assist in the creation of technical support standards and improvements that increase efficiency and improve support turn-around times and customer satisfaction. Engage in special projects as assigned. Proactively communicate status of special projects and unresolved issues to the Team Leader. Ensure the complete satisfaction of the customers. Job Requirements : Qualifications: 3-5 years of experience in pharmaceutical or biochemical industry, technical support experience preferred. Bachelors/Masters/Ph.D. degree in science, engineering, or health related field, or commensurate experience. Demonstrated ability to consistently deliver what’s promised on time, proactively provide status reports, and independently manage tasks from inception through completion with minimal supervisory guidance. Ability to work in a team environment with shared goals and responsibilities. Ability to provide clear and structured written documentation. Working Conditions General office environment as well as laboratory facilities for work space. Customer laboratories will include biological sample material. 20-30% Travel – primarily domestic, but will include international travel.


Akron OH US

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