What are the responsibilities and job description for the Technical Service Specialist - phone position at ZEUS Scientific?
Technical Service Specialists (TSS) report to the Technical Service Manager and will be responsible for providing technical support of all ZEUS Scientific products to customers, sales representatives and distributors. In this role, successful candidates will intake all customer complaints/inquiries via multiple channels: phone, email, website, etc. The ideal TSS will need to become an expert on the products to provide prompt solutions to customers. As a customer facing role, it is critical that the TSS is an exceptional communicator with the ability to troubleshoot on the fly and minimize each caller's hold time on the phone. The TSS is responsible for collaborating with Sales Representatives in a prompt manner in revenue producing activities including phone calls and emails.
Essential Duties And Responsibilities
Ability to perform all ZEUS Assays according to the package inserts.
Become knowledgeable with complete ZEUS product line, to be proficient in answering customer inquiries and to trouble-shoot customer calls.
Trouble-shoot customer complaints via phone, e-mail and/or possible on-site visits.
Provide telephone/ email coverage for Technical Support Department.
Converse with sales representatives and customers regarding products and troubleshooting.
Access and report-out investigational results of complaints submitted by customer.
Proofread new technical material/ manuals and help maintain technical library.
On-site in-service/trouble-shoot complaints.
Perform literature search/ research.
Conduct product training if needed.
Become knowledgeable in use of all equipment used to run ZEUS assays.
Monitor Tech Service phone line and e-mails on a daily basis.
Monitor international complaints at all times.
Responsible for maintaining and updating on a timely basis, all records required as part of job function (i.e. Tech Service complaints, evaluation results, log-in books, etc.).
Must be able to establish and maintain effective working relationships with co-workers, sales representatives, customers and distributors.
Must have the ability to work until 5:15 pm EST.
Developing customer solutions.
Essential Duties And Responsibilities
Ability to perform all ZEUS Assays according to the package inserts.
Become knowledgeable with complete ZEUS product line, to be proficient in answering customer inquiries and to trouble-shoot customer calls.
Trouble-shoot customer complaints via phone, e-mail and/or possible on-site visits.
Provide telephone/ email coverage for Technical Support Department.
Converse with sales representatives and customers regarding products and troubleshooting.
Access and report-out investigational results of complaints submitted by customer.
Proofread new technical material/ manuals and help maintain technical library.
On-site in-service/trouble-shoot complaints.
Perform literature search/ research.
Conduct product training if needed.
Become knowledgeable in use of all equipment used to run ZEUS assays.
Monitor Tech Service phone line and e-mails on a daily basis.
Monitor international complaints at all times.
Responsible for maintaining and updating on a timely basis, all records required as part of job function (i.e. Tech Service complaints, evaluation results, log-in books, etc.).
Must be able to establish and maintain effective working relationships with co-workers, sales representatives, customers and distributors.
Must have the ability to work until 5:15 pm EST.
Developing customer solutions.
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