Product Support Specialist

Company Overview

Hamilton Company is a worldwide leader in the design and manufacture of manual, semi-automated and robotic products for precision fluid measuring. We specialize in the development, manufacturing and customization of precision measurement devices, automated liquid handling stations, and sample management systems. For more than 60 years, Hamilton has been satisfying customer needs by combining quality materials with skilled workmanship, ensuring the highest level of performance of every precision fluid measuring device we manufacture.

Responsibilities

The Product Support Specialist is responsible for day-to-day technical support of Lab Solutions and Robotics devices/instruments. Responsibilities include:

• Technical Support - assist customers by troubleshooting inquiries received via phone or email. Inquiries or requests may include questions about daily operation, specifications, documentation, software, firmware, hardware, best practices, etc.
• Log all technical support issues in a Customer Relationship Management Software for tracking, reporting, and trending purposes
• Identify systemic product issues or opportunities for product improvement and communicate them to the Product Management team
• Host meetings for troubleshooting and/or training of distribution partners, end-users, and internal personnel.
• Create new support documentation as needed
• Manage conformance reports and return material authorizations as necessary
• Other duties as assigned.

Qualifications

• Ability to use software systems (e.g., MRP/ERP, SAP/Oracle, CRM, Hubspot, Salesforce).
• Strong verbal, listening, and written communication skills.
• Excellent customer service skills.
• Strong attention to detail.
• Ability to work in a team environment as well as independently.
• Great time management skills.

Education/Experience

• Degree in mechanical, electronic technology, Biology, related study, or equivalent experience as determined by the department manager required.
• Experience with product support and management preferred (2-5 years).

Additional Information

• Anticipated salary range is $40 - $50/hour.
• Diverse portfolio of exciting and innovative design projects.
• Tremendous opportunities for professional growth.
• Commitment to sustainable design.
• Competitive compensation.
• Excellent benefit package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and more.
• Solid stable company.
• Must pass drug and background screens.
• May be required to wear Personal Protective Equipment (provided by employer).

Mid Salary

USD $83,000.00/Yr.