Technical Support Specialist III

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

The HPLC/IC Technical Support Specialist III responsibilities include building an outstanding experience for new and existing customers in addition to the Field Service Teams. Armed with product and service knowledge combined with upbeat customer relationship skills, the Technical Support role provides customer support and technical assistance to both internal & external customers in a fast-paced environment.

The position will primarily be supporting Liquid Chromatography (HPLC), Ion Chromatography (IC) instrumentation, Discrete Analyzer Instruments (DIA) Auto Solvent Extractors (ASE) and quantitative analysis with Chromeleon chromatography data systems in both standalone and network environments.

Additionally, will effectively use Augmented Reality and other digital tools to perform remote diagnostics to ensure minimal disruption to customer's analytical needs by minimizing the need for onsite service visits.

Key Responsibilities:

• Provide technical support via phone or electronically to both external and internal customers, involving hardware, software, and instrument operations.
• Create, Coordinate, and handle all ticket types for Technical Support and Onsite service requests.
• Assist in the development and implementation of plans to improve technical services including new and emerging digital capabilities, while working towards corporate/individual revenue and customer allegiance goals.
• Maintain highly accurate records in the service database for compliance regulations.
• Promote aftermarket products and services for the service organization
• Effectively communicate competitive information and additional sales opportunities to Marketing and Sales Engineers. Engage with factory for product improvements.
• Achieve performance objectives personally and as a team
• Strive to increase customer satisfaction daily
• All other duties as assigned by Technical Support Manager and/or Supervisor.

Minimum Requirements/Qualifications:

• Bachelor's degree in Chemistry, Life Sciences or equivalent related experience required.
• Minimum of 3+ years of relevant field service and application experience with IC/ LC
• Must be well versed with Liquid Chromatography, Ion Chromatography systems, Chromeleon and or Discrete Analyzer Instrumentation
• Keen ability to solve, diagnose and provide solutions to sophisticated problems
• Able to communicate effectively with a variety of people

Other Job Requirements:

• Adhere to OHS policies and procedures and ensure a safe workplace environment
• excellent interpersonal skills.
• Detailed understanding of Windows based software, networking and PC hardware.
• Ability to prioritize activities (tech support calls, training, travel, service calls and other group needs) and establish realistic schedules to meet requirements.
• A positive attitude, motivated, competitive and high energy is required
• Able to present complex ideas to non-technical audience and solve customer problems with persistence and a positive approach
• Ability to work independently, be self-motivated and meticulous.

Ability to travel 30% of the time in a year for business purposes