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Primary Responsibilities:
- 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
Skills:
- Demonstrated ability to read, comprehend, and interpret technical documentation, including organizational and instrument procedures, and those from customer/regulatory agencies
- Strength in defining problems, collecting data, establishing facts, and drawing valid conclusions
- Well-developed and professional output of written and spoken communications in English
Knowledge:
- Experience working directly on software-controlled laboratory instruments
- Previous experience in technical support with well-developed professional customer handling skills
- Knowledge of computer networking, internet protocols, and system administration
Rapid Micro Biosystems
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.