Technical Service Representative I

Charm Sciences•Andover, MA

31d•Onsite

About The Position

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.

Requirements

Bachelor’s degree in food /life science, or 2 years of related experience/ 1 year of internal Charm experience.
This is a full-time on-site 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.

Nice To Haves

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.

Responsibilities

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.