Job Description:

Job DescriptionThe Technical Support Representative position is a new addition to a growing customer support team. This position is responsible for cultivating customer relations by providing excellent customer and technical support for all service related inquiries. The ideal candidate should have experience in managing customer requests for product information along with technical support including diagnosis, testing, and repair.Technical Support requirementsStrong diagnostic skills, ideally within bio-medical fieldExperience with electronics or electrical electronic schematicsProficiency in diagnosing equipment errors in a timely mannerFamiliarity with electrical and mechanical testingAbility to identify, investigate and resolve user service inquiriesGuide users through a self-diagnostic and a self-troubleshooting process, which may include use of diagnostic tools and following verbal instructionsCollaborate with co-workers staff to research and solve cases presented by equipment usersArrange for and follow up on service by 3rd party vendors that install or repair product at the customer's convenienceAbility to explain technical solutions to technical and non-technical employees or customersPerform other related duties as assignedCustomer Support requirementsMaintain customer records through accuracy of company's customer databasePrepare product or service reports by collecting and analyzing customer informationMaintain a positive, empathetic and professional attitude toward customers at all timesRespond promptly to customer inquiriesCommunicate with customer through various mediumsChampion and facilitate for the customer any challenges or concerns that may come upManage customer requests for product availability and shipping updatesKnow all product inside and out to answer all general and technical inquiries including accessories for an application, availability, price, shipping times, and repairAdditional QualificationsAbility to evaluate and prioritize demands on a daily basisProfessional demeanor at the customer site or in the Beverly officeExcellent verbal and written communication skillsExcellent interpersonal and customer service skillsProficient with Microsoft Suite of Products (Excel, Word, Dynamics CRM, Business Central, etc.)Ability to maintain regular attendance and punctuality requirements with reliable transportationStable work historyEmploymentFull-time with numerous benefitsThe position will be based in Beverly, MANormal workdays take place Monday through Friday 8 AM - 5 PM, closed most HolidaysSalaryCommensurate with experienceAbout HettichHettich Instruments is the North American office for the German company Andreas Hettich, with its headquarters in the town of Tuttlingen. Andreas Hettich is an industry-leading laboratory equipment manufacturer, best known its high-quality line of centrifuges and incubators used in clinical, blood processing and research laboratories. Hettich also offers special centrifuges and other equipment for integration with laboratory automation systems.Established in 2003 and located just north of Boston in Beverly, Massachusetts, Hettich instruments is responsible for supporting all Hettich's North American business. The Beverly office and warehouse holds inventory and is responsible for all order processing and shipping for the US and Canada. An inside sales support team helps customers with technical advice and technical service. A team of regional managers supports customers and distribution partners in the field across the continent.