Vets Hired
Technical Support Specialist 2
Vets Hired, San Diego, California, United States, 92189
About the job Technical Support Specialist 2
Job Facts:
This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools.
Provide technical expertise and support to customers by telephone, email and remote accessProvide technical assistance to sales, molecular application specialists and marketing as requiredCustomer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirementsReport tracking and trending of field product performance metrics for both system and assay data to enable continuous improvementResponsible for answering customer calls and trouble shoot issues after normal business hours and on weekendsParticipate in developing and implementing new product and technical support plans to ensure successful launch and customer supportEnsure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasksProvide an open environment and promote teamwork across the organizationDemonstrate and advocate the Cultural BeliefsAssist with special projects as requested and perform additional duties as requiredWho you are:
Associates degree (or equivalent military training)Preferred Requirements:
BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus1 to 2 years of experienceAbility to gain knowledge of all products within the business areaAbility to utilize MS Office, SFDC, SAP, Acrobat, and other supporting softwareStrong communications/listening skills with a corresponding ability to relay information succinctly and accuratelyAbility to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyaltyBenefits:We offers highly competitive benefit plans and programs, including:
Medical, dental and vision insurance401(k) and 401(k) matchingPaid time offLong Term Incentive Plan (available at certain position levels)
Job Facts:
This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools.
Provide technical expertise and support to customers by telephone, email and remote accessProvide technical assistance to sales, molecular application specialists and marketing as requiredCustomer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirementsReport tracking and trending of field product performance metrics for both system and assay data to enable continuous improvementResponsible for answering customer calls and trouble shoot issues after normal business hours and on weekendsParticipate in developing and implementing new product and technical support plans to ensure successful launch and customer supportEnsure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasksProvide an open environment and promote teamwork across the organizationDemonstrate and advocate the Cultural BeliefsAssist with special projects as requested and perform additional duties as requiredWho you are:
Associates degree (or equivalent military training)Preferred Requirements:
BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus1 to 2 years of experienceAbility to gain knowledge of all products within the business areaAbility to utilize MS Office, SFDC, SAP, Acrobat, and other supporting softwareStrong communications/listening skills with a corresponding ability to relay information succinctly and accuratelyAbility to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyaltyBenefits:We offers highly competitive benefit plans and programs, including:
Medical, dental and vision insurance401(k) and 401(k) matchingPaid time offLong Term Incentive Plan (available at certain position levels)