Rapid Micro Biosystems creates innovative products for fast and accurate detection of microbial contamination in the manufacture of pharmaceuticals, biologics, biotechnology products, medical devices, and personal care products. They are headquartered in Lexington, Massachusetts with R&D and manufacturing operations in Lowell, Massachusetts and field offices in Germany, Switzerland, and Singapore.
Provide first-line remote technical support for Growth Direct™ system robotic, software, imaging, and microbial related issues.
Manage customer complaints per SLAs, Escalation Processes, and with Technical Service Engineer coordination as needed.
Case management within the Customer Relation Database, inputting pertinent information that includes date stamps, symptoms, investigation details and the resolution.