Technical Service Consultant
About The Position
IDEXX is looking to add a technical support team member to our water customers in North America, Europe, Middle East and Africa. You will be responsible for providing technical support for all water instruments and products. In the role of Technical Support Specialist – Water Team: You will work on issues in a timely and empathetic manner through to closure to ensure that we provide the highest level of customer service. You will possess high quality customer facing experience. You will spend time answering questions over the phone as well as e-mail. You will have technical resources at your fingertips to help navigate complex situations. You will log all information about cases in Salesforce. You will liaise with customers, keeping them up to date with the progress of their instrument service events or product investigations You will coordinate responses from product support team (R&D) to the customer Where necessary, you will attend and report issues to weekly customer satisfaction meeting What You Need to Succeed: Customer facing experience (for example, customer service, technical support or sales experience). Degree in a scientific field preferred(Biology). You will possess reasoning and analytical skills to resolve issues. You will have phone skills, with ability to establish rapport. You have communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
Requirements
- Customer facing experience (for example, customer service, technical support or sales experience)
- Reasoning and analytical skills to resolve issues
- Phone skills, with ability to establish rapport
- Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner
Nice To Haves
- Degree in a scientific field preferred(Biology)
Responsibilities
- Providing technical support for all water instruments and products
- Work on issues in a timely and empathetic manner through to closure
- Answering questions over the phone as well as e-mail
- Log all information about cases in Salesforce
- Liaise with customers, keeping them up to date with the progress of their instrument service events or product investigations
- Coordinate responses from product support team (R&D) to the customer
- Attend and report issues to weekly customer satisfaction meeting
Benefits
- Hourly rate of $26/hr + based on experience
- Eligible for annual bonus
- Health / Dental / Vision Benefits Day-One
- 5% matching 401k
- Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
