Technical support associate - Fulltime - 'S-Hertogenbosch
We envision a Luminex solution in every lab around the world seeking to obtain timely and confident answers. We aim to lead with transformative solutions that uniquely accelerate reliable answers while reducing the overall cost of advancing health.
The Technical Support Associate will be responsible for
Receiving complaints and inquiries from customers, partners, and distributors for all Luminex supported products.
Documenting all customer communications, triage complaints as required, and lead investigations for issue resolution.
Contributing to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support.
Performing laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA and Operations) for customer management and issue resolution.
Perform independent data analysis and problem solving.
Key Responsibilities & Duties:
Demonstrate dedication to high quality customer service.
Ensure customer satisfaction by receiving assay, hardware, and software complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution.
Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity.
Responsible for managing workload and scheduling to ensure goals and deadlines are met.
Document all customer calls, emails, and interactions in the call center database.
Perform laboratory experiments in support of product investigations or perform product testing.
Contribute to the Knowledge Management database with the use, creation, and editing of Articles.
Update the customer Install Base per departmental processes.
Coordinate with other departments (Business Managers, Field Service, Molecular/Field Applications Support, QA, RA, and Operations team) for customer management and issue resolution.
On-call responsibilities for 7x24x365 operations.
Ability to work non-standard hours; limited travel may be required.
Adhere to goals/competencies program to ensure individual goals are met.
Other duties as assigned.
Check-out our website for more information and to apply (under more information).