Product Support Specialist

The Product Support Specialist is responsible for day-to-day technical support of Lab Solutions and Robotics devices/instruments. Responsibilities include:

• Technical Support - assist customers by answering inquiries received via phone or email. Inquiries or requests may include questions about daily operation, specifications, documentation, software, firmware, hardware, best practices, electromechanical troubleshooting, etc.
• Log all technical support issues in a Customer Relationship Management Software for tracking, reporting, and trending purposes
• Identify systemic product issues or opportunities for product improvement and communicate them to the Product Management team
• Host meetings for troubleshooting and/or training of distribution partners, end-users, and internal personnel.
• Create new support documentation as needed
• Manage conformance reports and return material authorizations as necessary
• Other duties as assigned.