- 193370 - Technical Applications Specialist
- Up to $35.00 DOE
- 12 mos
- Chipton-Ross is seeking a Technical Application Specialist for an opening in Tewksbury, MA.
The Technical Application Specialist is responsible for the providing technical and customer service support, primarily through telephone, email, and online support tools. The person in this role must demonstrate a high degree of customer ownership and exemplary and communication skill.
•Provide product support for customer inquiries regarding the field and safety instruments. Act as first and second-tier support for hardware, applications and software problems. Triage and document requests.
•Act as a liaison for customer communications into service and repair departments. Provide status and update responses to customers for open issue tickets.
•Provide first and second-level product support to other customer facing departments, inclusive of marketing, sales associates and order entry. Triage product information inquiries.
•Build technical support and knowledge-based tools to assist customers in identification of technical problems, and self-help resolution. Maintain a commonly asked questions forum, build technical notes and update standard documentation with troubleshooting guides.
•Monitor technical support trends and provide monthly reporting metrics to operations, service and production. Identify and track customer satisfaction issues and utilize excellent customer care skills to communicate and manage customer satisfaction concerns.
•Utilize salesforce Case Management solutions to ensure accurate tracking and monitoring.
•Conduct product training for rental inquiries and orders
•Provide support to sales and marketing for demonstration units including calibration, application support and general working proficiency
•Strong preference for prior experience in Raman, FTIR and NIR spectroscopy or related analysis tools
•Strong verbal and written communication skills, including communications with a global, culturally diverse clientele.
•Proven high degree of customer service and care aptitude
•Strong technical or scientific aptitude with desire for learning and advancement
•A natural problem solver with resourcefulness, teamwork and strong resolve
•Strong cross functional skills, with the ability to build consensus and alignment.
•Energetic colleague who is looking to advance their career in technical engineering, application development or field engineering
•Experience in a customer or technical support organization
•Advanced knowledge of networking topologies
•Ability to handle high stress customer situations
•Ability to be on a 24/7 after hours call rotation
•Bachelor of Science, or equivalent work experience in a materials science, physics, chemistry, electronics or related subject.
Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.
420 Culver Boulevard
Playa Del Rey, CA 90293
Phone: (310) 414-7800 x252 or (800) 927-9318 x252
Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.
Employment will be contingent on candidate clearing pre-employment drug screen and background check.
Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.