203810 - Technical Applications Specialist
Industry
PRO
Region
MA-Massachusetts
City
Tewksbury
State
MA
Rate
$30 to $35.00 DOE
Duration
9 Months
Description


Chipton-Ross is seeking a Technical Applications Specialist for a contract opportunity in Tewksbury, MA.

SUMMARY:
The Technical Applications Specialist is responsible for the providing the second-tier technical and customer service support for our handheld safety and security products line, primarily through telephone, email, and web-based support tools. The person in this role must demonstrate a high degree of customer ownership and exemplary customer service and communication skill.

RESPONSIBILITIES:
• Provide technical and product support for in-bound customer and prospect inquiries regarding the safety and security instruments. Act as a second-tier technical support engineer for hardware, applications and software problems. Triage in-bound technical support requests and provide escalation and documentation support to other service and support personnel.
• Act as a centralized liaison for customer communications into service and repair departments. Provide status and update responses to customers for service and open issue tickets.
• Provide first and second-level product support to other customer facing departments, inclusive of marketing, regional sales associates and order entry. Triage general in-bound product information inquiries.
• Create technical support and knowledge-based tools to assist customers in identification of technical problems, and self-help resolution. Maintain a commonly asked questions forum, create technical notes and update standard documentation with troubleshooting guides.
• Monitor technical support trends. Identify and track customer satisfaction issues, and utilize excellent customer care skills to communicate and manage customer satisfaction concerns.
• Utilize Case Management solutions to insure accurate tracking and monitoring.
• Conduct web-based and phone-based product training for rental inquiries and orders
• Provide support to sales and marketing for demonstration units including calibration, application support and general working proficiency

REQUIRED EXPERIENCE:
• Strong preference for prior experience in Raman, FTIR and NIR spectroscopy or related analysis tools
• Strong verbal and written communication skills, including communications with a global, culturally diverse clientele.
• Demonstrated high degree of customer service and care aptitude
• Strong technical or scientific aptitude with keen desire for learning and advancement
• A natural problem solver with tenacity, collaborative negotiation and strong resolve
• 2 years associates, or equivalent work experience in a materials science, physics, chemistry, electronics or related subject.
• Strong cross functional skills, with the ability to create consensus and buy-in.
• Energetic individual who is looking to advance their career in technical engineering, application development or field engineering
• Prior experience in a customer or technical support organization
• Knowledge of networking topologies
• Ability to manage high stress customer situations

HARD REQUIREMENT:
• Candidates must have Raman and spectroscopy experience

EDUCATION: Minimum of High School Diploma or GED
• 2 years associates, or equivalent work experience in a materials science, physics, chemistry, electronics or related subject.

WORK HOURS: Full-Time 8a-5p.

Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.

Contact
Amy Shook
ashook@chiptonross.com
CHIPTON-ROSS, INC.
420 Culver Boulevard
Playa Del Rey, CA 90293

Phone: (310) 414-7800 x206 or (800) 927-9318 x206

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.