technical service representative i - Andover - Charm Sciences Inc

    Charm Sciences Inc
    Charm Sciences Inc Andover

    1 week ago

    Description

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    Job Type

    Full-time

    Description

    The Technical Service Representative is a professional, exempt position that requires troubleshooting of test kits, equipment, and software. The Technical Service Representative reports to the Technical Service Management Team. The position is responsible for responding to calls and emails of a technical nature from customers and international distributors and assisting them with in-house training. This position is also in charge of helping to support our team of domestic Sales Representatives.

    The salary range for this position is $57,100.00 to $85,700 per year. Compensation will be determined based on education, experience, and other factors in accordance with applicable laws.

    Essential Functions:

    • Work directly with customers to troubleshoot and resolve technical issues; monitor the trending of calls, report and validate reoccurring issues or needs from the existing customer base.
    • Uses discretion to achieve timely solutions to problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
    • Troubleshoot equipment, test kit performance, and software which may include SQL database troubleshooting.
    • Assist with in-house training for customers and international distributors.
    • Conduct onsite training and service for customers predominantly in New England.
    • Perform laboratory functions/analysis in kit performance, customer sample analysis, and some R & D validation of procedures.
    • Assist the sales department with demos/sales visits/training. Assist customer service department.
    • Assists with International distributor and customer training; conducts training webinars; assists in developing training materials and new product releases.
    • Write Standard Operating Procedures as needed. Write and edit operator manuals, competitor analysis, etc.
    • Assist with performing test cases included in the software and or firmware validation.
    • Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

    Accountabilities

    • Strong interpersonal skills, diligent, reliable, and dependable.
    • Understand and apply principles, reasoning, and problem-solving skills to facilitate problems.
    • Document technical support calls/emails in a thorough, accurate, and organized manner.
    • Complete scheduled tasks in a timely manner and effectively communicate needs or problems that cannot be resolved to the Technical Service Management Team.
    • Work both independently and as part of the Technical Service team depending on projects or tasks.
    • Identify and propose solutions when encountering technical issues/tasks.
    • Perform initial testing accurately and be able to troubleshoot without consistent guidance.
    • Follow standard operating procedures as written as tasks require.

    Requirements

    Required:

    • Bachelor's degree in food /life science, or 2 years of related experience/ 1 year of internal Charm experience.
    • This is a full-time position, Monday through Friday, 8:30 a.m. to 5:30 p.m. Evening and weekend work may be required as job duties demand. This position is on call on a rotating schedule.
    • Must possess a valid driver's license.
    • Strong technical writing and editing skills.
    • Sound working knowledge of MS Word, MS Excel, MS PowerPoint, and Outlook.

    Preferred:

    • Experience with food and/or laboratory equipment and testing systems. Ability to learn new systems and provide training and technical support on these systems.
    • International professional experience.
    • Foreign language skills, particularly French. Spanish, Chinese, and/or Japanese also desirable.

    Physical Requirements

    • The person in this position frequently communicates with CSI employees, customers, and distributors. Must be able to communicate technical information accurately. The person in this position must be able to move about the facility and can travel domestically and internationally.
    • This position regularly works in an office environment; must be able to read and understand technical manuals.
    • The person in this position must possess the ability to comprehend and clearly relate technical details.
    • The person in this position must be able to remain stationary for an extended length of time.
    • The person in this position must be able to occasionally lift 50 pounds.
    • The physical requirements must be performed with or without accommodation.

    Salary Description

    $57,100.00 to $85,700 per year.

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