Customer Support Technician

Description:

Answering calls from customers who have questions about shipping, orders, or questions about how to fix their machines (vacuums, incubators, etc.) Lots of the calls are coming from scientist. Never anyone that is terribly upset. Helping with technical support and orders. Helping with emails and calls. Customer Requests • Remain logged into the phone queue to take calls from customers and distributors. • Respond to customer emails as they come in and are assigned to you in a timely manner. • Process and Track all customer requests through the Company systems appropriately. • Take ownership of customer issues as assigned, or as necessary, and follow the problem through until final resolution and the customer is satisfied. • Collaborate with other personnel and departments as necessary to resolve issues. • Document as necessary all aspects of every customer issue/case for future evaluation and continuity of service if the issue is taken over by another representative or department. • Follow up with customer when necessary to confirm the issue is resolved and the customer is satisfied. • Escalate issues to management or engineering when necessary. Procedures, Policies and Tools • Comply with all requirements, policies and procedures as defined in the current Sheldon Manufacturing, Inc. Employee Handbook. • Comply with all Safety requirements. • Follow all procedures established by management, accounting and QA. • Be proficient in the use of all company software tools, including, but not limited to, ERP software Microsoft Business Central, EXACT MAX, DocuWare, SharePoint and Microsoft Office. Order Fulfillment • Assist customers in identifying replacement parts and pricing as necessary. • Generate orders for parts as needed, ensuring that payment or terms are clear to the customer and that all parts of the order are completed and accurate before releasing the order for shipment. • If a parts order is a warranty replacement, verify the warranty term, and document the parts replacement according to current warranty replacement policy. Escalate warranty issues as needed. • If parts need to be returned, complete the documentation and generate the return authorization as necessary. Verify the accuracy of all documents and completely outline the problems and steps taken in a SharePoint E-Page. Trouble-shooting and Service Calls • Assist customers via telephone and email to diagnose problems with malfunctioning units. • When necessary, help the customer obtain necessary replacement parts (warranty or purchased) and provide necessary information to repair and resolve the problem. • If a warranty replacement unit is requested, escalate to department manager. • If warranty service is needed, arrange for an on-site service call with either a third-party service company or a Sheldon employee. • Follow up with the customer and service company to verify that the problem has been resolved, all parts returned and the service invoice received. • Train customer in unit operation when necessary. • Assist service technicians who are on-site when necessary. • Strive to continuously improve trouble-shooting and analysis skills. • Ability to Travel including Intl when needed Additional • Initiate and partake in A3 improvement projects to improve quality and process. • Provide feedback to engineering and QA with information gathered from the field to enhance form, fit, function and customer satisfaction. • Assist management with reports as necessary. • Accept and participate in side duties and projects that may be assigned by management.

Skills:

Customer support, machine operation, Technical support

Top Skills Details:

Customer support,machine operation,Technical support

Additional Skills & Qualifications:

• Minimum Two Years Customer Service or Technical Experience • Laboratory or Laboratory Equipment Experience Preferred • Ability to interpret wiring and plumbing diagrams, trouble-shoot complex temperature-controlled equipment • Excellent telephone and writing skills • Experience with MRP or ERP software preferred • Microsoft Office experience essential, SharePoint experience preferred • Ability to work in a multi-lingual, multi-cultural environment • Must be able to perform very detailed data entry while simultaneously performing other tasks • Business central software would be a nice to have

Experience Level:

Intermediate Level

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.