Vacancy: Technical Support (Application Specialist) - Laboratory Equipment

Job Description

• 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.