Technical Support - San Jose
Works closely with domestic Sales, Marketing, Customer Service, QA, QC, Research and Development to address customer concerns, determine corrective action and customer follow-up.
Ability to accept ownership and responsibility for meeting deadlines
Strong technical skills regarding principles of product technology and disease processes as they relate to our products
Good communication (speaking and listening), interpersonal and telephone skills
Solid organizational/time management skills
Good follow up skills
Good understanding of computer skills. Must be able to quickly learn new programs and/or modifi cations to the existing system.
Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude
Attention to detail
Ability to handle highly confi dential subject matter
Ability to accept direction and constructive criticism
Ability to handle time sensitive projects with short notice
Ability to handle multiple tasks in a fast paced environment with moderate supervision
Travel: less than 10% domestically
Requirements
Respond to domestic technical support inquiries and complaints and troubleshoot as needed. Demonstrate understanding of the fundamentals of female reproductive cycle and disease processes as they relate to our products.
Data entry of all inquiries, complaints, orders and follow-up with customers and sales representatives
Support domestic Sales, Marketing, and Customer Service with product issues and customer confl icts
Responsible for initiating and coordinating Return Goods Authorizations (RGAs) for serialized items
Assist with managing and maintaining the instrument tracking module in our ERP system
Assists with the creation of customer accounts in myvirena.com for all Virena customers. Responsible for managing user accounts, reviewing new user requests and approving as appropriate. Maintains instrument pairing to ensure proper Virena router functionality.Works with outside resource to activate Virena routers upon shipment.
Assists with handling and managing instrument updates in the fi eld, including customer notifi cation and maintenance of ERP system information
Update technical documents as needed. For example: Technical Bulletins, Competitive Matrices, Troubleshooting Guides, etc.
Compile and analyze customer survey data
Review and complete profi ciency testing applications prior to deadlines
Compile, summarize, and distribute profi ciency data for assigned PT programs. Take a leadership role in proactively working with other departments to resolve any potential discrepancies as well as the resolution of any complaints.
Maintain product references and bibliographies
Miscellaneous administrative responsibilities, i.e. copying, faxing, ordering, fi ling, etc.
Carries out duties in compliance with established business policies
Perform other work-related duties as assigned
Education: Bachelors Degree
Benefits
Day 90