Technical Support Specialist II - Imaging Products
at Company:
Caliper Life Sciences, Inc.
in Job Category:
Technical Support
posted on 5/12/08 11:49am
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Company
Caliper Life Sciences, Inc.
Contact Name:
Leslie Germond
Website:
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Job Title: Technical Support Specialist II - Imaging Products
Caliper Life Sciences is a leading provider of drug discovery and life sciences research solutions for the pharmaceutical and biotechnology industries. With its recent acquisitions of NovaScreen Biosciences and Xenogen Corporation, Caliper has positioned itself to transform drug discovery and development through a keen focus on clinically relevant experimentation. Caliper's products and services, assembled from a leading portfolio of microfluidics, liquid handling, and imaging technologies, span in vitro and in vivo experimentation and address key issues on the critical path of drug discovery and development. For more information, please visit Caliper's web site at www.caliperls.com.
SUMMARY
The individual will provide technical support to Caliper field service engineers, sales representatives, end-users, international distributors, and representatives worldwide.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following is a listing of the results/accomplishments expected in performing this job and the job's essential or most important functions and responsibilities by which people achieve the results.
1. Prioritize support correspondence to comply with the Technical Support Centers customer response times.
2. Log and track all support calls in the Technical Support database, these include inquires by telephone, voicemail, email, and fax.
3. Provide real-time and follow-up support (technical, operational, logistical) to our customers, both internal and external.
4. Delight our customers with prompt and courteous service and support at all times.
5. Dispatch Field Service Engineers as required.
6. Assist Field Service Engineers with emergency part orders and in locating part numbers.
7. Coordinate the return of defective or warranty parts and products as necessary.
8. Review Engineering Change Notices (ECN) for product information that should be communicated to the Field Service Engineers and to remain current on the products.
9. Write Technical Service Bulletins when necessary to document technical knowledge to the field and our customers. Technical Briefs include but are not limited to: known product issues with short-term resolutions, known product issues with final resolutions, unexplained product issues that should be communicated to Field Service, newly created parts kits, and Technical Briefs that inform the field of technical information such as software configuration tips, hardware modifications, electrical wiring pin-outs, communication pin-outs for accessories, etc.
10. Reports potential quality issues via the caliper corrective action process.
11. Interface with manufacturing engineering, sales order management, production planners, product managers, field service engineers, and co-workers when necessary to resolve customer issues.
12. Make recommendations for improvements in work processes.
13. Provide advisory services for management on both equipment and customer problems.
14. Assist with Field Service calls in the field when necessary.
15. Perform other duties as determined by the Technical Support Manager.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The candidate must possess excellent organizational and communication skills, strong Electro-mechanical skills, good electrical skills, and the ability to troubleshoot over the telephone. Ability to work in a team environment and to meet deadlines is required.
EDUCATION and/or EXPERIENCE
Associates degree in Engineering (Electronic, Mechanical), Bachelors preferred. Experience with motion control systems and experience in MS-Office and Oracle ERP / CRM.
If you are interested in applying for this position, please go to our web site www.caliperls.com and apply directly online.
PHONE: 617.674.5100
EMAIL: