- 189693 - Technical Support Specialist
- NH-New Hampshire
- 12 mos
- Chipton-Ross is seeking a Technical Support Specialist for an opening in Newington, NH.
Provide Technical Support for LPD Product lines.
Adhere to client protocols, consistencies and procedures. Ensures that client customer satisfaction objectives are met or exceeded. Provide high level of customer service to existing and new customer base. Interface closely with sales, service, and management to ensure customer satisfaction is maximized. Effectively communicates and exchanges information among team members. Support Practical Process Improvement (PPI) methodology and participate in initiatives as required. Responsible for meeting all required department and company training goals and expectations. Maintains communication with customer to ensure understanding of status, cost, and timing of all aspects of the service event. Conducts technical diagnosis of operational problems on various types of laboratory equipment and instrumentation. Enters data into Service Management system. General technical knowledge of multiple client product sets. Keeps up to date on new product introductions, technologies, market changes, competitors’ products and new customer applications. Enters various types of data (i.e. service order, invoicing, RMA, etc.) into computer system.
Participates in depot repairs for training, etc. (may be on a Rotational basis). Supports the Quality System and Quality Policy by following procedures/work instructions and creating records to meet the requirements of the Quality System Regulation and ISO registration. Works closely with Product Technical Specialists in the development of technical publications. Develops and maintains a working knowledge of clientproducts within customer environment. Provide support articles for service. Is LPD product knowledgeable and possesses soft skills to maintain customer satisfaction at a high level. Contribute to service knowledge base by creating and uploading articles (i.e. manuals, procedures, troubleshooting guides) Must always demonstrate high levels of customer facing soft skills. Maintains records of all service events per organizational policy. Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders. Advises sales representatives of potential selling opportunities within accounts. Develop and maintain customer facing information via the online Knowledge Base and Laboratory Equipment Parts pages as directed by Manager.
Basic electronics & refrigeration experience a plus and on the job training will be taken into consideration.
DRS – Ability to learn to use tools for Remote support such as Log Me In Rescue tool. 1-2 years customer service experience preferred. Prior technical support experience strongly preferred. Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously manage multiple priorities to ensure goals are met in a timely manner. Excellent Computer skills required; efficiency in Word and Excel. Excellent communication skills required; both oral and written. Technical proficiency in instrumentation and electronics. Strong problem solving skills. Strong inter-personal, self-motivational, & negotiating skills. Technical/professional license may be required depending on product responsibility (EPA). Must be able to travel for training and other events as directed by Manager, including overnight stays. Travel is typically less than 10% but is subject to change.
Accredited High School Diploma/GED
AS degree or BS degree in Electronics, Refrigeration, Mechanical Engineering would be preferred.
Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.
11832 Fishing Point Drive, Suite 100
Newport News, VA 23606
Phone: (757) 595-0005 x261 or (877) 244-5418 x261
Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.
Employment will be contingent on candidate clearing pre-employment drug screen and background check.
Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.