Job Listing Description

Technical Application Specialist

Description:
Chipton-Ross is seeking a Technical Application Specialist for an opening in Tewksbury, MA.


RESPONSIBILITIES:
The Technical Application Specialist is responsible for the providing technical and customer service support, primarily through telephone, email, and online support tools. The person in this role must demonstrate a high degree of customer ownership and exemplary and communication skill.
•Provide product support for customer inquiries regarding the field and safety instruments. Act as first and second-tier support for hardware, applications and software problems. Triage and document requests.
•Act as a liaison for customer communications into service and repair departments. Provide status and update responses to customers for open issue tickets.
•Provide first and second-level product support to other customer facing departments, inclusive of marketing, sales associates and order entry. Triage product information inquiries.
•Build technical support and knowledge-based tools to assist customers in identification of technical problems, and self-help resolution. Maintain a commonly asked questions forum, build technical notes and update standard documentation with troubleshooting guides.
•Monitor technical support trends and provide monthly reporting metrics to operations, service and production. Identify and track customer satisfaction issues and utilize excellent customer care skills to communicate and manage customer satisfaction concerns.
•Utilize salesforce Case Management solutions to ensure accurate tracking and monitoring.
•Conduct product training for rental inquiries and orders
•Provide support to sales and marketing for demonstration units including calibration, application support and general working proficiency


REQUIREMENTS:
•Strong preference for prior experience in Raman, FTIR and NIR spectroscopy or related analysis tools
•Strong verbal and written communication skills, including communications with a global, culturally diverse clientele.
•Proven high degree of customer service and care aptitude
•Strong technical or scientific aptitude with desire for learning and advancement
•A natural problem solver with resourcefulness, teamwork and strong resolve
•Strong cross functional skills, with the ability to build consensus and alignment.
•Energetic colleague who is looking to advance their career in technical engineering, application development or field engineering
•Experience in a customer or technical support organization
•Advanced knowledge of networking topologies
•Ability to handle high stress customer situations
•Ability to be on a 24/7 after hours call rotation


EDUCATION:
•Bachelor of Science, or equivalent work experience in a materials science, physics, chemistry, electronics or related subject.

SHIFT: Full-time.


 
Job Number: 192654
Job Location: Tewksbury, MA
Rate: Up to $35.00 DOE
Duration: 7 Months
Input Date: 07/16/2021
Firm Name: CHIPTON ROSS
Attention: Zachary Fasano
Address: 420 CULVER BLVD
City, State: PLAYA DEL REY, CA 90293
Phone: 310/414-7800 X286
800 Phone: 800/927-9318
Fax Phone: 310/414-7808
Email: zfasano@chiptonross.com
Website: www.chiptonross.com

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