Product Support Specialist - Lab Solutions

Hamilton Company • Reno, NV

6h

About The Position

The Product Support Specialist is responsible for the day-to-day technical support on Automated Liquid Handling Products.
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.
Create new support documentation as needed.
Host remote meetings for troubleshooting and/or training of distribution partners, end-users, and internal personnel.
Manage conformance reports and return material authorizations as necessary.
All other duties as assigned.

Requirements

• Knowledge of liquid handling products.
• Basic understanding of programming concepts.
• Ability to communicate effectively with customers.
• Ability to determine and solve problems.
• Must have good verbal and written communication skills.
• Bachelor's degree in a technical or life sciences discipline required.
• Aptitude for maintaining and controlling electromechanical devices required.

Nice To Haves

• Minimum of three years of support and/or client interfacing experience preferred.
• Experience with personal computer builds and/or basic Information Technology or Information Systems preferred.

Responsibilities

• assist customers by troubleshooting inquiries received via phone or email
• 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.
• Create new support documentation as needed.
• Host remote meetings for troubleshooting and/or training of distribution partners, end-users, and internal personnel.
• Manage conformance reports and return material authorizations as necessary.
• All other duties as assigned.

Benefits

• 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level