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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 and Molecular/Field Applications Support teams, QA, RA, and Operations) for customer management and issue resolution
Support Technical Applications Specialists in complaint handling
Train new employees on processes and procedures, as part of onboarding activities or supplemental product training
On-call responsibilities for 7x24x365 operations
Ability to work non-standard hours; limited travel may be required
Adherence to goals/competencies program to ensure individual and department goals are met
Other duties as assigned.
Quality Control Technician I - 2nd Shift (1 PM - 9:30 PM)
$20.12 - $24.6 / hourPosted 2 weeks ago
Full-timeonsiteentry