What are the responsibilities and job description for the Technical Support Chemist position at Lighthouse Professional Services?
Job Description
Job Description
Title : Technical Service Support Chemist
Location : Shelton, CT
Salary : $70-85k DOE
Summary : Assists Service Manager in providing quality technical and application support across our microwave products used for digestion, extraction and chemical synthesis; our mercury analyzers; and our clean chemistry line of products. This role will be responsible for troubleshooting client issues in a professional and timely manner; as well as maintaining detailed notes in our database. The ideal candidate will be client centric, where they are always willing able to find an answer for the customer.
Responsibilities :
- Utilize outstanding communication skills to provide remote technical support (troubleshooting) client issues via phone and email
- Customer Support calls are triaged by the Service Coordinator before transferred to the
- Technical Service Support Specialist for assistance
- Partner with Service Manager and SRL (Milestone Partner) as needed to obtain resolution for client
- Provide quotations for non-contract work orders
- Ensure timely service and client communication by field team
- Follow up with client for service satisfaction survey
- Follow SOP (standard operating process) for proper escalation of unresolved issues to the appropriate internal team members
- Keep accurate and detailed records of inquiries and resolutions.
- Update SharePoint with service notes, updated parts lists, service manual, etc.
- Where applicable turn resolutions into a SOP document to send to future clients.
- Take an active lead developing and providing Service Department team with training documentation and modules.
- Serve as a backup for Service Coordinator and Service Manager across these areas :
- Dispatching work orders (reactive repairs, PO work and monthly MMs, PMs, etc.)
- Entering new instruments (warranties, dispatches, etc.)
- Daily Transfer Orders for all service-related part requests
- Revenue (quoting, calling / emailing to follow up)
- RMA’s, Meter tracking, NIS part ordering
Qualifications :
hp360
Salary : $70,000 - $85,000
