What are the responsibilities and job description for the Customer Support Engineer position at TalentBurst, Inc.?
Role : Customer Support Engineer
Location : Indianapolis, IN, 46225 (Onsite)
Contract
Daily Responsibilities / Job Description :
Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support.
In this role, the Customer Support Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner.
Job Responsibilities :
Enhance the Customer Experience
Install, maintain, validate and repair client and / or multivendor instrumentation including Waters Acquity and Alliance systems at customer sites with best-in-class service
Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
Deliver customer familiarization for instrument operation and maintenance
Communicate service offerings including training, support, software, laboratory services products and field upgrades
Partner with our customers to understand their analytical workflow and applications
Support your Team
Support the local instrument sales representative(s) to help secure new instrument orders
Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
Display exceptional written and verbal communication skills and actively interface with peers and customers
Develop organizational awareness of other functional groups and product lines
Drive Organizational Growth
Demonstrate knowledge of and adherence to the installation, warranty, and service agreement documentation standards
Contribute to account profitability through efficient execution and service delivery
Perform timely uploads and downloads of required service data to ensure the integrity of service system(s)
Maintain assigned assets including : Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
Proactively develop technical and soft skills to maintain and enhance client's value proposition to the customer
Enhance client's product quality by proactively reporting improvement opportunities via the quality notification process
Seek higher level certification through participation in company sponsored training & development offerings
Complete all administrative tasks to include but not limited to time reporting, assigned training, etc.
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
Skills Overview :
Qualifications / years of experience : Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 5 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting OR
Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 7 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
Must Haves : You must have the ability to travel by air, vehicle and / or other means of transportation as business requires. Travel will vary depending on territory requirements and / or customer base.
Must have a valid driver's license. While performing the duties of this position you must always maintain safe motor vehicle operation
UPLC [RH1] , HPLC experience with extensive troubleshooting skills in Reverse Phase and Normal Phase Chromatography
Repair experience, with the ability to use a multimeter to repair electronics such as replacing boards, power supplies, fuses etcetera
Basic electrical knowledge
GxP experience with instrument PM protocols, IQ, OQ, PQ and controlled documents
Technology Requirements : Experience using Microsoft 365 and other business software platforms
Additional Requirements :
Advanced knowledge of analytical equipment, laboratory environment, and / or instrument control software
Vendor issued certification on relevant laboratory equipment - Knowledge of laboratory safety practices as defined by the Company and / or the customer's site safety code.
Has demonstrated experience in handling advanced and complicated technical and interpersonal escalations
Demonstrated ability to drive miscellaneous business projects through completion
Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
Job pace may be fast and job completion demands may be high.
Must be able to remain in a stationary position more than 25% of the time
The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
Employee may be required to handle hazardous waste according to local, state, and federal regulations.
Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.
May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment
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