Technical Support Representative

• Provide professional, timely responses to technical support requests received via phone, email, video call, or web form
• Troubleshoot instrument-related issues, including mechanical, electronic, software, data, and chemistry-related concerns
• Conduct post-sale product training sessions for customers
• Assist customers in locating product documentation and resources
• Document customer inquiries, quality concerns, warranty issues, and feedback in organizational systems
• Generate repair and post-sale service quotes
• Authorize, initiate, track, and manage customer product returns related to repair services
• Maintain up-to-date product and application knowledge
• Document problem statements, troubleshooting steps, and resolutions for all customer interactions
• Partner with Quality teams to escalate and track product non-conformance complaints and communicate outcomes to customers
• Identify potential sales opportunities and share insights with internal teams
• Collect data and prepare reports on recurring technical issues, warranty trends, and system performance
• Maintain accurate records in CRM systems for visibility across Marketing and Sales
• Create and update CRM dashboards, reports, and activity logs
• Enter and maintain leads, contact details, and account information, including updates to existing records
• Log customer interactions such as calls, emails, and meeting notes to support full relationship history
• Review and clean CRM data to ensure accuracy and integrity
• Document instrument registrations
• Prepare regular statistical reports for management related to support ticket volume and trends
• Develop user-facing materials to improve system understanding and reduce support volume
• Provide feedback to product management, sales, and engineering on opportunities for product improvement
• Participate in continuous process improvement initiatives

• Strong problem-solving skills with the ability to analyze data and draw sound conclusions
• Comfortable learning new products, systems, and processes
• Excellent communication and organizational skills
• Experience with CRM platforms and/or customer support ticketing systems
• General understanding of ERP systems
• Ability to read, interpret, and create technical documentation
• Working knowledge of scientific and engineering terminology
• Proficiency with Microsoft Office applications
• Ability to collaborate effectively across departments
• Minimum of 2 years of experience in a customer service or technical support role
• Bachelor’s degree in a science or engineering-related field preferred

Multilingual skills are a plus, especially Spanish

• medical, vision, dental, and life and disability insurance
• eligible to enroll in our company 401(k) plan
• free online training