US

Vacancy: Technical Support (Application Specialist) - Laboratory Equipment

Date 07 Jun 2023
Company Confidential
Location Accra
Job Type Full-time
Description


Job Description


Job Summary


We are seeking a knowledgeable and customer-oriented Technical Support (Application Specialist) to join our team at LabMart Ltd. As an Application Specialist, you will be responsible for providing expert guidance and assistance to our customers in using our laboratory equipment effectively. Your role will involve troubleshooting technical issues, conducting training sessions, and offering application-specific support to ensure customer satisfaction. If you have a strong background in laboratory equipment, excellent problem-solving skills, and a passion for customer service, we invite you to apply.


 


Responsibilities



  • Serve as the primary point of contact for technical support related to our laboratory equipment, including instrumentation, software applications, and associated accessories.

  • Respond to customer inquiries via phone, email, and other communication channels in a timely and professional manner.

  • Diagnose and resolve technical issues by providing step-by-step instructions, troubleshooting advice, and recommending solutions to customers.

  • Conduct remote or on-site training sessions for customers on the proper usage, maintenance, and troubleshooting of our laboratory equipment.

  • Collaborate with the sales team to assist in pre-sales demonstrations and post-sales implementation of laboratory equipment solutions.

  • Work closely with the R&D and product development teams to provide feedback on customer requirements, usability, and software enhancements.

  • Stay updated on the latest developments, upgrades, and features of our laboratory equipment to provide accurate and up-to-date support to customers.

  • Document and maintain comprehensive records of customer interactions, technical issues, and solutions in the CRM system.

  • Collaborate with cross-functional teams, including sales, marketing, and product management, to address customer needs and contribute to the improvement of product offerings.

  • Contribute to the creation and maintenance of technical support documentation, including user manuals, troubleshooting guides, and FAQs.

  • Assist in the resolution of escalated customer complaints or issues, ensuring prompt and satisfactory resolution.

  • Participate in product testing and quality assurance activities to ensure product performance and reliability.

  • Keep abreast of industry trends, best practices, and emerging technologies related to laboratory equipment and applications.

  • Attend industry conferences, seminars, and training sessions to enhance technical knowledge and skills.

  • Continuously seek opportunities to improve the technical support processes, tools, and customer experience.




Required Skills or Experience



  • Bachelor's degree in Biochemistry/Applied Chemistry/Laboratory Science is preferred.

  • Proven experience in technical support or application specialist roles, preferably within the laboratory equipment industry.

  • Strong knowledge and hands-on experience with laboratory equipment, including instrumentation and software applications.

  • Familiarity with a wide range of laboratory techniques and applications, such as molecular biology, Microbiology, spectroscopy, chromatography, industrial Instruments, and others.

  • Excellent problem-solving and analytical skills to diagnose and resolve technical issues effectively.

  • Exceptional communication skills, with the ability to explain complex technical concepts to customers in a clear and concise manner.

  • Experience in conducting training sessions and delivering technical presentations.

  • Proficiency in using CRM systems and technical support tools.

  • Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.

  • Customer-focused mind set with a commitment to delivering outstanding support and building positive relationships with customers.

  • Ability to work independently and as part of a team in a fast-paced and dynamic environment.

  • Detail-oriented with a high level of accuracy in recording customer interactions and technical solutions.

  • Strong documentation and report-writing skills.

  • Willingness to travel occasionally to customer sites for training or on-site support.

  • Continuous learning mind set and eagerness to stay updated with the latest advancements in laboratory equipment technology.





How To Apply


Interested applicants should submit CV and cover letter 



Kindly use the title “Application Specialist – Accra” as the Subject of the email



Closing Date: 19th June 2023




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